Why is my risk scoring not working or showing incorrect results?

Last updated: January 15, 2026

Context

Risk scoring is a critical component for compliance and regulatory requirements. You may encounter issues where risk rules are not triggering correctly, scores are not calculating as expected, or certain rules are being ignored. These issues can occur due to configuration mismatches, template changes, or data formatting problems.

Answer

Risk scoring issues typically fall into several categories. Here's how to diagnose and resolve them:

1. Check for Exact Value Matches

The most common cause of risk scoring issues is mismatched values between your form responses and risk rule configurations.

  1. Go to Settings > Risk Scoring and review your rule collections

  2. Compare the values in your risk rules with the actual responses from your forms

  3. Look for extra spaces, different capitalization, or slight text variations

  4. Copy and paste the exact response from the form into your risk rule configuration to ensure perfect matching

2. Verify Template Configuration

If you've made changes to your onboarding forms, the risk scoring template may need to be updated:

  1. Navigate to your template settings

  2. Ensure the risk scoring template is properly assigned

  3. If you've changed question text or order, you may need to re-import questions or update rule references

  4. Check that all risk rules are enabled (not just created)

3. Test Your Risk Rules

Use the built-in testing functionality to validate your configuration:

  1. In your risk scoring settings, look for the "Test Risk Rules" button

  2. Enter a session ID or business profile ID to test

  3. Review which rules are passing and which are not

  4. Use the "Show All Evaluated Rules" feature to see detailed results

Image of a software UI panel titled 'Test Risk Rules' showing a risk scoring result for a profile, with a list of passed and not passed rules and a 'Test Rules' button.

4. Handle AML and Compliance Rules

For AML-related risk scoring issues:

  1. Ensure that resolved or false positive hits are properly excluded from scoring

  2. Configure rules to only trigger on actual hits, not resolved ones

  3. Check that AML info status and warnings are correctly referenced in your rules

5. Re-running Risk Scoring

For business profiles:

  • Go to the business profile and click "Run Business Verification → Risk Scoring & Profile Decisioning"

  • This will re-evaluate all risk rules with current data

For individual profiles:

  • Risk scoring runs automatically with the verification session

  • To re-run, create a new user profile, link the session, and run verification

  • Contact support for bulk re-processing of existing profiles

6. Common Issues to Check

  • Extra spaces: Remove any trailing or leading spaces in rule values

  • Question text changes: If you've modified form questions, update the corresponding risk rules

  • Disabled rules: Ensure all necessary rules are enabled in production templates

  • API parameter mismatches: For API flows, verify that parameter values exactly match rule configurations

If issues persist after checking these items, contact support with specific business profile IDs or session IDs for further investigation.