A Trulioo service error means that the request was received and handled correctly, but something went wrong when trying to achieve an identity verification result. This could be caused by a missing required field, a datasource outage, or more. Datasource errors are caused by invalid customer data, datasource errors, and address correction/address validation issues. Each error includes a code, indicating the category of service error, and a detailed error message.
These types of errors are located within the
Errors array for a specific DatasourceResult Object:
"DatasourceName": "Credit Agency",
"Message": "Missing required field: FirstSurName"
"Message": "Missing Consent"
There was an error connecting to the source
One of the datasources your account is configured for may be experiencing an outage and was unreachable. The support team of Trulioo constantly monitors the datasources for such issues. This error only means that a single datasource could not be reached, so the requests to the other sources on your account should go through as normal.
By running Get Fields you can see which fields are required for a specific country. This list of required fields is made up of a combination of mandatory fields across multiple datasources. For example, the following table shows what the required fields might be for 2 separate datasources:
Using these example datasources, if you request only had FirstSurName and Gender values, then you would get an
Error 1001 for the Credit Agency, but you would still get a full response from the Consumer datasource. If you sent only FirstSurName and DayOfBirth, you would get an error from both. Trulioo recommends sending as many of the required fields as possible to optimize your results.
The source did not respond
This error only means that a single datasource has failed to respond, so the requests to the other sources on your account should go through as normal.
One of the datasources your account is configured for may have had an error and hasn't responded to Trulioo's request. Trulioo's support team is constantly monitoring datasources for such outages.
The source returned an error
This error only means that a single datasource could not be reached, so the requests to the other sources on your account should go through as normal.
One of the datasources your account is configured for has returned an error in response to Trulioo's request. This happens on occasion and the support team of Trulioo constantly monitors the datasources for such errors. The vendor of that particular datasource will be contacted to understand and fix the issue.
Relevant to datasource AU (Australian) Driver license only. The state provided in the request is not supported by the datasource. Use the Get Country Subdivisions call to get a list of valid states/provinces/regions of a specific country.
Consent not sent from the source
Due to the nature of some of our datasources, you may need to acquire the consent from your customer for their data to be sent to this particular source. Use Get Consents to see which datasources require consent for a specific country. This will give you a list of datasource names that need consent in that country. If applicable, you will need to obtain these consents from your customer and provide them in the "ConsentForDataSources'' field of the Verify request. It is a simple list of strings, as in the following example in Australia:
"DVS ImmiCard Search",
"DVS Citizenship Certificate Search",
For a Verify request if the string values do not match exactly with those from Get Consents, then an Error 1007 is returned as detailed below. If a datasource requires a consent, acknowledgement but does not receive it, then a verification request is not sent to that specific datasource.
The fields in a Verify request need to be of a specific data type. For example, FirstGivenName must be a UTF-8 string and DayOfBirth must be an Integer.
This error may be thrown at Datasource Level or Record Level. Use Get Fields to see the data type of every field in a specific country.
On rare occasions, Trulioo will be unable to respond in the usual time window and will return this error code. This may be due to networking issues, or other reasons. The API from Trulioo offers an asynchronous option, so if you are worried about receiving a 1010 error, it is recommended to set a high timeout value in the ‘Verify’ request call. This will do two things:
- Set the call to be asynchronous and
- Make sure the request only times out once the value you have set is met.
The field which had the formatting issue was dropped and not sent to the specific datasource. The source was still called with the other data.
This is a catchall for other errors. Kindly contact Trulioo support for a resolution.
The address you sent cannot be validated by our address validation service. As a result the uncorrected address information provided in the original request will be sent to all other datasources. This address information may be incomplete or incorrect, which increases the likelihood of receiving a service error from one of the other datasources and reduces the likelihood of receiving a match on address values.
Updated 8 days ago