If a Digital DBS check fails, the “GPG45” profile will display a Failed status.
The Summary of Checks section will always show the reason for the failure.
Summary of checks
The following checks are included in the Digital DBS report.
Permitted Document Type(s) – Confirms whether the applicant uploaded an eligible document.
Document Verification – Confirms the document passed verification checks.
Identity Fraud – Confirms the document passed the Amberhill fraud check.
Liveness – Confirms the submitted selfie is recognised as a live photo.
Face Match – Confirms the selfie matches the person shown on the identity document.
Document Present – Confirms the document was physically present when captured (not taken from a screen or photocopy).
Address Verification - Confirms the applicant is recognised at their provided address.
Troubleshooting by Failure Reason
Permitted Document Types
• Confirm whether the applicant holds an eligible document for the required check
• If they do, send a new invitation link with clear instructions
• If they do not, arrange an in-person Right to Work check
Document Verification
Review the Document Verification outcome in the report.
Rejected
• Check the Notes section for further details
• Send a new invitation link and explain why the image was rejected
No Validation
• The system was unable to verify the document
• Arrange an in-person Right to Work check
Failed
• Suspicious or fraudulent characteristics were detected
• Contact TrustID for guidance on next steps
Liveness
This result is determined automatically by the system. Factors such as lighting, camera positioning, background choice, obstructions, and camera quality can influence the outcome of the liveness check.
Options:
• Send a new invitation link with clear instructions Ensure that the instructions address common issues such as proper lighting, camera positioning, and avoiding obstructions.
• Follow these best practices for successful liveness checks:
Ensure proper lighting by using natural daylight and avoiding glare or harsh flash.
Position the camera at eye level and look straight ahead.
Centre your face in the frame and maintain an appropriate distance from the camera.
Remove any obstructions such as hoods or glasses with glare.
Use a background with moderate contrast, avoiding plain white or overly busy backgrounds.
Clean the camera lens and ensure the device is steady during capture.
• If failures persist despite following best practices, consider arranging an in-person Right to Work check.
Face Match
Review the Face Match result in the report.
Unsure
• Send a new invitation link with clearer instructions, or
• Arrange an in-person Right to Work check
Failed
• Contact [email protected] for further guidance
Address Verification
If the GPG45 profile passes, you can proceed with the digital check but must manually verify the applicant’s address documents
If the GPG45 profile fails, you must revert to a manual check
Tips for Success
✅ Review the Summary of Checks section first to identify the failure reason quickly
✅ Provide clear instructions to applicants before resending a check
✅ If digital verification cannot be completed, follow the manual DBS process