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Report an Issue to Persona Support

To notify extraction errors, suspected fraud, or any other issues to Persona Support, please use the "Report an Issue" button in the top-right menu of the page within any Inquiry. Make sure to include any relevant details or information, especially if it is a recurring issue affecting several Inquiries. 
 

Report Extraction Issues

  1. Select the relevant Inquiry from the "All Inquiries" dashboard.

  2. Click the "... More" menu button on the top-right of the page, and select "Report Issue".

    Screen_Shot_2022-03-23_at_3.03.58_PM.png

  3. To report Extraction Issues within the specific Inquiry, select "Text Extraction Issue"

    Screen_Shot_2022-03-23_at_3.07.01_PM.png

  4. Select the Verification attempt which has the problematic Extraction, as well as the appropriate attribute field. Input the expected Extraction in the "Correct value" field.
  5. Select the ticket priority by selecting between "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. Select the relevant Inquiry from the "All Inquiries" dashboard.

  2. Click the "... More" menu button on the top-right of the page, and select "Report Issue".

    Screen_Shot_2022-03-23_at_3.03.58_PM.png

  3. To report fraudulent activity within the specific Inquiry, please use the "Suspected Fraud" option.

    Screen_Shot_2022-03-23_at_3.11.31_PM.png

  4. Describe the details of the fraudulent activity associated with this inquiry. If desired, grant permission to Persona to add this reported fraudulent ID to a registry used across organizations to deter fraud.

  5. Select the ticket priority by selecting between "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. Select the relevant Inquiry from the "All Inquiries" dashboard.

  2. Click the "... More" menu button on the top-right of the page, and select "Report Issue".

    Screen_Shot_2022-03-23_at_3.03.58_PM.png

  3. To report any issues other than extraction or fraud within the specific Inquiry, select "Other"

    Screen_Shot_2022-03-23_at_3.17.00_PM.png

  4. Please describe the details of the issue in as much detail as possible. Include any reproduction steps or additional Inquiry IDs, if the issue affects several Inquiries.

  5. Select the ticket priority by selecting between "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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