How to Handle Stuck or Pending Verification Cases

Sometimes verification cases may get stuck in a "pending" or "running checks" state. This article outlines common reasons for this and how to resolve these issues.

Common Causes and Solutions

1. Missing Selfie: In rare cases, particularly on low-end devices, the selfie screen may be skipped, causing the verification to stall.

   Solution: The user needs to redo the verification flow.

2. Nigeria NIN (National Identification Number) Registry Delays: Cases can get stuck when the national registry takes too long to respond.

   Solution: This is usually a transient issue. Retrying the case often resolves it.

3. General Stalled Cases: Some cases may appear stuck for various reasons.

   Solution: Use the "Retry" function for these cases.

How to Retry Stuck Cases

1. Navigate to your pending queue in the AiPrise dashboard.

2. Locate the stuck case.

3. Click the "Retry" button associated with the case.

4. Monitor the case to see if it completes successfully after the retry.

When to Contact Support

If you have multiple stuck cases or if retrying doesn't resolve the issue, please contact AiPrise support. Provide the following information:

• The case ID(s) of the stuck verification(s)

• The current status of each case

• Any error messages you're seeing

• Steps you've already taken to try to resolve the issue

Preventing Stuck Cases

To minimize the occurrence of stuck cases:

• Ensure users are using up-to-date devices and browsers.

• Regularly check your pending queue and retry cases that have been pending for an unusually long time.

• Keep your integration with AiPrise updated to the latest version.

By following these steps, you can efficiently manage and resolve most stuck verification cases. For persistent issues, don't hesitate to reach out to AiPrise support for assistance.