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
- Select the relevant Inquiry from the "All Inquiries" dashboard.
- Click the "... More" menu button on the top-right of the page, and select "Report Issue".
- To report Extraction Issues within the specific Inquiry, select "Text Extraction Issue"
- 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.
- Select the ticket priority by selecting between "Urgent: Please respond as soon as possible", "Please respond within a week", and "No response needed".
Report Suspected Fraud
- Select the relevant Inquiry from the "All Inquiries" dashboard.
- Click the "... More" menu button on the top-right of the page, and select "Report Issue".
- To report fraudulent activity within the specific Inquiry, please use the "Suspected Fraud" option.
- 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.
- Select the ticket priority by selecting between "Urgent: Please respond as soon as possible", "Please respond within a week", and "No response needed".
Report Other Issues
- Select the relevant Inquiry from the "All Inquiries" dashboard.
- Click the "... More" menu button on the top-right of the page, and select "Report Issue".
- To report any issues other than extraction or fraud within the specific Inquiry, select "Other"
- 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.
- Select the ticket priority by selecting between "Urgent: Please respond as soon as possible", "Please respond within a week", and "No response needed".
