‌During-call verifications (extensive guidance)

THE VIDEO ID SOFTWARE DOES NOT PROPERLY WORK ON SAFARI. OPERATORS SHOULD USE CHROME ONLY.

SECTION 1 - Welcome the User

Welcome to Fractal ID, my name is _________________. In case you have further questions concerning your data privacy, please read our privacy policy.

Are you aware that we will carry out this video call to verify your identity and allow you to onboard in the services of [name of the client]?

Please give me a few seconds to check something.

SECTION 2 - High Risk Residency ‌

Step 1A: Is the User's country of residency one of those listed on the (i) FATF list of jurisdictions subject to a call for action, (ii) FATF list of jurisdictions with strategic deficiencies, or (iii) European Commission’s list of high-risk third countries with strategic deficiencies?

STEP 1A is to individual users only!

YES ✅

1. Use the script below

2. End the call

3. Escalate at the end of the call

SCRIPT: My apologies. I just verified that the services you are trying to onboard with do not support your country of residency. For this reason, and to save you time, I will not continue your identity verification process. I will disconnect the call. It was a pleasure talking to you. Have a great day.

In case the User asks questions about the reason for not qualifying to the services, use the following script:

SCRIPT: I am sorry but this is related to the regulatory requirements of the services you wish to on-board with, and I do not have sufficient information to give you more clarity. I will disconnect the call. It was a pleasure talking to you. Have a great day

NO ❌

Continue

In Fractal ID Users that reside in countries perceived to carry high money-laundering risks are rejected. In this step of the process Operators compare the country of residency of the User as shown in the "Address document" (see picture below) against the list of countries flagged in one of the high-risk lists and follow the instructions applicable to the result. In this step the information filled in by the User in the <country> and <address> fields is not relevant (this is considered for the after-call checks).

This process is changing soon: Users residing in countries included in these lists will be automatically prevented from on-boarding with Fractal ID Clients.‌

Step 1B: Is the company's country of principal place of business one of those listed on the (i) FATF list of jurisdictions subject to a call for action, (ii) FATF list of jurisdictions with strategic deficiencies, or (iii) European Commission’s list of high-risk third countries with strategic deficiencies?

STEP 1B is applicable to institutional users only!

YES ✅

1. Use the script below

2. End the call

3. Escalate at the end of the call

SCRIPT: My apologies. I just verified that the services you are trying to onboard with do not support the country where the company is established. For this reason, and to save you time, I will not continue your identity verification process. I will disconnect the call. It was a pleasure talking to you. Have a great day

In case the User asks questions about the reason for not qualifying to the services, use the following script:

SCRIPT: I am sorry but this is related to the regulatory requirements of the services the company you’re representing wishes to on-board with, and I do not have sufficient information give you more clarify on the reason for non-qualification. I will disconnect the call. It was a pleasure talking to you. Have a great day

NO ❌

Continue

In Fractal ID companies with their principal place of business in countries perceived to carry high money-laundering risks are rejected. In this step of the process Operators compare the country of principal place of business of the company as showed in the "Address document" (see picture below) against the list of countries flagged in one of the high-risk lists below and follow the instructions applicable to the result. In this step the information filled in by the User is the <country> and <address> fields is not relevant (this is considered for the after-call checks).

​

SECTION 2 - Assessment of technical conditions

The User should not be granted unlimited attempts to improve the lighting, image or sound quality. Operators should manage these cases considering that video identification in Fractal ID strives for 6 minutes SLA.‌

Step 1: Is the lighting in the User's location good enough to proceed?

YES ✅

Continue

NO ❌

SCRIPT: Could you please move to a place with better lighting? This lighting is not sufficient to analyse your identification document.

1. If the User improves the lighting enough, continue.

2. If the User is unable to improve the lighting enough, follow the script below and end the call.

SCRIPT: With these lighting conditions we cannot proceed with your identity verification and I will have to end the call. Please try to go through Fractal ID’s video identification process again from a place with better lighting. It was a pleasure talking to you. Have a great day.

Step 2: Is the image quality good enough to proceed?

YES ✅

Continue

NO ❌

SCRIPT: The image quality that I am receiving is not great. Could you please try to improve your network connection to improve the image quality?

1. If the User improves the image quality enough, continue.

2. If the User is unable to improve the image quality enough, follow the script below and end the call

SCRIPT: With this image quality, we cannot proceed with your identity verification and I will have to end the call. Please try to connect again using a device with a better camera, or with better network connection. It was a pleasure talking to you. Have a great day

Step 3: Is the sound quality good enough to proceed?

The sound quality should allow Operators to hear the customer clearly and understand everything the customer says.

YES ✅

Continue

NO ❌

SCRIPT: I cannot hear you properly. Could you please try moving to a place with better acoustics or use earphones?

1. If the User improves the sound quality enough, continue

2. If the User is unable to improve the sound quality enough, follow the script below and end the call

SCRIPT: With these sound conditions we cannot proceed with your identity verification and I will have to end the call. Please try to go through Fractal ID’s video identification process again with better sound conditions. It was a pleasure talking to you. Have a great day

SECTION 3 - POI document screenshots

‌

Step 1A: Asking for the User's help in capturing the passport

Please hold the main page of your passport in front of your camera

1. Follow the script above

2. Guide the User in case he/she struggles in displaying the main page of the passport correctly

3. Capture the passport’s information page by clicking in the “Capture front” button shown above

4. Click on “View” button to make sure the picture is sufficient (pay attention to the resolution; make sure that the picture captures all four corners of the document and the information is clearly visible).

Step 1A.a): Is the quality of the captured image sufficient?

YES ✅

Continue

NO ❌

Repeat the process following the script below:

SCRIPT: Can you please hold the main page of your passport in front of your camera again? The quality of the captured picture is not sufficient.

There is no need to click "Capture back", if customer provides a passport.‌

Step 1B: Asking for the User's help in capturing the identification card

Please hold the front of your national ID card in front of your camera

1. Follow the script above

2. Guide the User in case he/she struggles in displaying the front of the ID card correctly

3. Capture the identification card’s front by clicking in the “Capture front” button shown above

4. Click on “View” button to make sure the picture is sufficient (pay attention to the resolution; make sure that the picture captures all four corners of the document and the information is clearly visible)

Please hold the back side of your national ID card in front of the camera

1. Follow the script above

2. Guide the User in case he/she struggles in displaying the POI document correctly

3. Capture the identification card’s back by clicking in the “Capture back” button shown above

4. Click on “View” button to make sure the picture is sufficient (pay attention to the resolution; make sure that the picture captures all four corners of the document and the information is clearly visible)

Step 1B.a): Is the quality of the captured images sufficient?

YES ✅

Continue

NO ❌

Repeat the process following the script below:

SCRIPT: Can you please hold the [front/back] of your ID card in front of your camera again? The quality of the captured picture is not sufficient.

Step 1C: Asking for the User's help in capturing the US driver's license

Please hold the front of your driver's license in front of the camera

1. Follow the script above

2. Guide the User in case he/she struggles in displaying the POI document correctly

3. Capture the driver's license’s front by clicking in the “Capture front” button shown above

4. Click on “View” button to make sure the picture is sufficient (pay attention to the resolution; make sure that the picture captures all four corners of the document and the information is clearly visible)

Please hold the back side of your driver's license in front of the camera

1. Follow the script above

2. Guide the User in case he/she struggles in displaying the POI document correctly

3. Capture the identification card’s back by clicking in the “Capture back” button shown above

4. Click on “View” button to make sure the picture is sufficient (pay attention to the resolution; make sure that the picture captures all four corners of the document and the information is clearly visible)

Step 1C.a): Is the quality of the captured images sufficient?

YES ✅

Continue

NO ❌

Repeat the process following the script below:

SCRIPT: Can you please hold the [front/back] of your driver's license in front of your camera again? The quality of the captured picture is not sufficient.

SECTION 4 - Capture a Picture of the User

Step 1: Making sure the User is not wearing accessories that hinder identification

In case the User is wearing a cap, hat, goggles, headphones or other accessories that might hinder identification, use the script below:

Can you please remove your <cap/hat/goggles/headphones> while we capture your picture?

If the User is unable to remove all the items, follow the script below:

If you cannot remove your <cap/hat/goggles/headphones>, I cannot proceed with your identity verification and I will have to end the call. Please try to go through Fractal ID’s video identification process again at a time you are able to proceed without your <cap/hat/goggles/headphones>. It was a pleasure talking to you. Have a great day

Step 2: Asking for the User's help in capturing the picture

Please look at the camera while holding <the main page of your Passport / the front side of your identification card / the front side of your driver’s license> so I can capture your picture

1. Follow the script above

2. Capture the picture by clicking in the “Capture selfie” button shown below

3. Click the "View" button to make sure the User’s face is clearly visible in the picture ​

Step 2.a): Is the quality of the captured image sufficient?

YES ✅

Continue

NO ❌

Repeat the process following the script below:

SCRIPT: Can you please look at the camera while holding <the main page of your Passport / the front side of your identification card / the front side of your driver’s license> again? The quality of the captured picture is not sufficient.

SECTION 5 - Verification of POI document suitability and authenticity

Step 1: Is the POI document still valid?

YES ✅

Continue

NO ❌

Ask the User to use another POI document:

SCRIPT: I see that the identification document you are using is expired. Do you have any other identification document on you that we can use for the identity verification process?

If the User does not have any other POI document, end the call:

SCRIPT: If you do not have any valid identification document on you, unfortunately we cannot proceed. Please join a video call again once you have a valid identification document with you. It was a pleasure talking to you. Have a great day

The Indonesian identification document Kartu Tanda Penduduk (KTP) (see picture below) issued to Indonesian citizens is valid for life even if the expiry date already passed. Therefore, we can accept a KTP issued to an Indonesian citizen even if, according to the expiry date, it is expired. When assessing these cases, you must:

• Confirm that the User is an Indonesian citizen (see the place of birth field in the document)

• Be extra mindful that the document must, nevertheless, be recent enough to allow a reliable comparison against the User.

Step 2: Asking for the User's help in examining the POI document

Could you please move <the main page of your passport, the front of your national ID card / driver's license> back and forward, vertically and horizontally, in front of the camera?

Operators instruct Users to move their POI documents in any way that is necessary to allow for existent security features to be detected. Exemplifying what the User should do with a piece of paper is a good way to effectively communicate instructions.‌

1. Follow the script and guidance above

2. While the User is tilting the POI document, capture a picture of the POI document in a position that reveals as many security features as possible by clicking on the "Capture other" button

Could you please place a finger over the <selected security features>

Operators ask the User to place a finger over security-relevant parts of the identity document. Each identification document has different security features. From the range of security features present in the identification document, Operators randomly select two and ask the User to places its finger on them.‌

Step 3: Is the provided POI document an acceptable ID document?

1. Verify if the POI document meets the requirements listed in the guidance below

2. Using the "Notes" section, write down the three security features detected in the POI document

YES ✅

Continue

NO ❌

SCRIPT: We cannot verify your identity based on this ID document because <we only accept ID cards, Passports, and driver’s licenses from the US / its security profile is not strong enough>. Do you have an alternative identification document?

1. If the User has an alternative identification document, continue and repeat the process (Section 4: Step 1 and Step 2)

2. If the User does not have an alternative identification document, follow the script below

SCRIPT: We cannot proceed with your identity verification for lack of an identification document we accept, and I will have to end the call. Please try to go through Fractal ID’s video ID again using an alternative identification document. It was a pleasure talking to you. Have a great day

NOT SURE❓

Escalate at the end of the call

Rules for a document to be acceptable in ID Plus_Video:

1. Document is a passport, national identification cards or drivers' licenses issued in the US;

2. Corresponding document specimen is available in the Keesing database. To complete this step, the submitted identification document needs to be compared against the corresponding specimen in Keesing's database - in particular, by looking to the following features:

   1. Layout;

   2. Number;

   3. Size;

   4. Spacing of characters;

   5. Typography.

   6. Personal information is (also) in latin or in Cyrillic (i.e., documents that only contain personal information in other scripts are not supported).

3. The POI document has at least three security features selected from different categories in the table below

4. The POI document has a machine-readable zone (US Driver’s Licenses will not have machine readable zones - this is the only accepted exception)

5. The ID document has an expiry date;

6. The ID document is recent enough to allow a reliable comparison against the User

Diffractive features	Personalisation technology	Material	Security printing
• Holograms • Identigram • Kinematic structures	• Tilted laser images • Typography	• Window (e.g. personalised) • Security thread (personalised) • Optically variable ink	•Microlettering • Guilloche structures

Step 4: Is the provided POI document authentic?

YES ✅

Continue

NO ❌

Escalate at the end of the call

NOT SURE❓

Escalate at the end of the call

While the User handles the POI document, Operators shall evaluate whether the POI document was manipulated or forged following the proceedings bellow:

1. Visual inspection of the document to look for any signs indicating that the document was manipulated

2. Matching the security features of the POI document against the security features found in the corresponding specimen available in the Keesing database - a more detailed guidance on how to verify security features is provided here.

3. Making sure that the POI document passes all the required consistency tests?

   1. Check that the date of birth is not in the future

   2. Check that the date of issuance is not in the future

   3. Check that the expiry date is not prior to the date of issuance

   4. Check that the validity period of the POI document corresponds to the validity period the document should have, according to the information available on Keesing

SECTION 6 - Match the User against the person in the POI document

Step 1: Asking for the User's help in examining its face

Operators shall ask the customer to move its face to the extent needed to accurately conduct the verifications below‌

Step 2: Is the person in the video the person in the POI document?

YES ✅

Continue

NO ❌

Escalate at the end of the call

NOT SURE❓

Escalate at the end of the call

Operators evaluate whether the person in the video and the person in the POI document are the same. To this end, Operators:

1. Compare the face of the person in the video is with the face of the person in the POI document by:

   1. having special attention to the shape of the face;

   2. looking at the features of the face individually and at the position of each in relation to the rest of the face;

   3. looking particularly to the ears, which are unique to each person;

   4. if the person has any distinguishing and permanent looking features (eg. moles, scars etc), checking if they show in the POI document picture.

2. Evaluate whether the person in the video looks its age. Operators confirm the User's age by looking at the date of birth in the POI document; then, Operators make an assessment of whether it is plausible that the person in the video is of such age.

Step 3: Checking liveness

Could you please move your hand over your face?

Step 3.a): Did the User move its hand over its face successfully?

YES ✅

Continue

NO ❌

Escalate at the end of the call

SECTION 7 - Avoid impersonators by questioning the User about its personal data

Step 1: Asking the User to answer questions about its personal data

What is your first and last name?

How old are you?

Where were you born?

When were you born?

What is the number of your ID document <Passport / ID Card / US DL>?

In each video call, Operators change the order in which these questions are asked.‌

Step 2: Did the User answer correctly and without hesitation to the questions?

YES ✅

Continue

NO ❌

Escalate at the end of the call

NOT SURE❓

Escalate at the end of the call

Operators confirm the User's answers against its personal information. If, due to time constraints, it is not possible to complete this assessment during the video call, Operators write down the User's answers and analyse them after the call.

Operators evaluate whether the behaviour of the User claiming the identification attributes is consistent with the User being the real owner of the identification attributes. If the identification attributes are actually applicable to the User, the latter should be able to answer the questions correctly and without hesitation. Behaviour that deviates from this might indicate that the User is an impersonator of the person to which the ID attributes are actually applicable.‌

SECTION 8 - TAN Validation

Step 1: Click on the "Prompt TAN code" button

Operators click on the "Prompt TAN code" shown in the picture. Right after the User should receive an e-mail like the following:

​

Step 2: Asking the User to enter the TAN code

You should have received an email with a code by now. Could you please check your email and insert the TAN code you received in the spaces you see on your screen?

Step 3: Does the TAN code inserted by the User match the TAN code generated by the system?

YES ✅

1. Follow the script below

2. End the call

SCRIPT: Your video identification process is complete now! Thank you very much for your time. You will be notified once your case is processed. It was a pleasure talking to you. Have a great day!

NO ❌

SCRIPT: I am sorry to inform you that the code generated by our system does not match the code you inserted. Please enter the code again.

1. Allow the User to try again up to 2 times using the script above (the User only has three attempts at entering the right TAN code)

2. If the User inserts a TAN code that matches before the 3rd attempt, follow the instructions in the YES ✅ tab

3. If the User does not insert the correct TAN code in any of the 3 attempts:

   1. Follow the script below

   2. End the call

   3. Reject

SCRIPT: I am sorry to inform you that you exhausted the authentication attempts. Therefore, we cannot proceed with your identity verification and I will have to end the call. It was a pleasure talking to you. Have a great day

If the TAN codes match, the system will display the following result:

​

If the TAN codes do not match, the system will display the following result:

​