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How to report an issue with an Inquiry

 

Overview

To report extraction errors, suspected fraud, or any other issues related to an Inquiry to Persona, use the "Report issue" button within any Inquiry.
 
In general, please include any relevant details, and note if the issue affects several Inquiries.
 
In this article, you'll find detailed instructions for how to report:
  • Incorrect text extraction
  • Suspected fraud
  • Other issues

Find the "Report issue" button

  1. First, select the Inquiry you want to report from the All Inquiries page in the Persona Dashboard.
  2. Click the "... More" menu button at the top-right of the Inquiry details page.
  3. Select "Report issue".
    Screen_Shot_2022-03-23_at_3.03.58_PM.png
  4. You will now see a modal that lets you select the type of issue you want to report and provide details.

Report incorrect text extraction

  1. To report incorrect text extraction within the Inquiry, select "Text Extraction Issue".

    Screen_Shot_2022-03-23_at_3.07.01_PM.png

  2. Select the Verification attempt that has the problematic extraction, and the attribute field that was extracted incorrectly. Input the expected extracted value in the "Correct value" field.
  3. Select the ticket priority. Options are: "Urgent: Please respond as soon as possible", "Please respond within a week", and "No response needed". Screen_Shot_2022-03-23_at_4.54.19_PM.png

Report suspected fraud

  1. To report suspected fraud within the Inquiry, select "Suspected Fraud".
    Screen_Shot_2022-03-23_at_3.11.31_PM.png
  2. Describe the details of the activity you suspect to be fraudulent. If you wish, grant permission to Persona to add this reported fraudulent ID to a registry used across organizations to deter fraud.
  3. Select the ticket priority. Options are: "Urgent: Please respond as soon as possible", "Please respond within a week", and "No response needed".Screen_Shot_2022-03-23_at_3.14.20_PM.png

Report other issues

  1. To report any issues besides text extraction or fraud, select "Other".
    Screen_Shot_2022-03-23_at_3.17.00_PM.png
  2. Please describe the details of the issue in as much detail as possible. Include any reproduction steps. If the issue affects several Inquiries, include additional Inquiry IDs.
  3. Select the ticket priority. Options are: "Urgent: Please respond as soon as possible", "Please respond within a week", and "No response needed".
    Screen_Shot_2022-03-23_at_3.18.24_PM.png
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