Common Identity Verification Issues

1. Users Can’t Verify Their Identity

• Incorrect Credentials: Verify that the user is entering the correct email and any other relevant details required by your identity verification process.
• Outdated Browser or App Version: Identity verification may not work properly on older versions of browsers or the Web2Chat app. Encourage users to update to the latest version.
• Blocked IP Address: Some users may be trying to verify from a restricted IP address. You can advise users to try a different network connection or reach out to Web2Chat support for assistance.

2. Users See a ‘Verification Failed’ Message

• Temporary Server Issues: Occasionally, server issues may interrupt the verification process. Users can retry after a few minutes or reach out to support if the problem persists.
• Verification Timeout: Identity verification sessions have a time limit. If users take too long to verify, the session may time out. Instruct users to complete the verification promptly or start the process again.
• Invalid Verification Link: If verification is sent via link and the link has expired or is invalid, ask users to request a new verification link.

3. Missing Hash

• Generate User Hashes with Identifiers: Make sure you’re creating a unique hash for each user, using the Identity Verification secret from your Web2Chat workspace settings along with one of the user’s identifiers (either user_id or email). This hash should be included in every user request to Web2Chat.
• Implement Technical Adjustments: Setting up identity verification usually requires some technical modifications to your Web2Chat installation and access to server-side code. This can typically be done by whoever initially configured your Web2Chat workspace.
• Consistent Use of Identifiers: If the hash is generated with user_id, ensure that user_id is included in all user requests to Web2Chat.

4. Invalid Hash

• Verify the Correct Identity Verification Secret: Check that you’re using the correct Identity Verification secret. Each platform—such as web, iOS, and Android—has a unique secret specific to your workspace. Avoid using custom or improvised keys, as only the official Identity Verification secret will work.
• Avoid API Keys for Hashing: Use the Identity Verification secret from your Web2Chat Security Settings, not an API key, for creating hashes.
• Include User Identifier with the Hash: Ensure that you’re sending both the user hash and the relevant identifier (e.g., user_id or email) in the same request. If only the hash is sent without an identifier, the verification check will fail.
• Use Consistent Data in Hash Creation: Match the hash creation data with the sent data. For example:
  • If both user_id and email are sent, generate the hash with user_id.
  • If only user_id is sent, generate the hash using user_id.
  • If only email is sent, generate the hash using email.
• Confirm Hash Formatting: The generated hash should be formatted as user_hash in the request. Variations like android_user_hash will not work.
• Double-Check Workspace Environment Settings: Each Web2Chat workspace environment (e.g., [TEST] vs. production) has unique verification secrets, so ensure the correct environment is set up with Identity Verification.
• Use the Latest Code Version: Ensure that users are running the latest app or code version. Cached versions or older app versions might be missing updated verification code, preventing the hash from being sent properly.

Additional Troubleshooting Steps

• Clear Browser Cache and Cookies: Cached data might disrupt verification. Users should clear cache and cookies, then try again.
• Disable VPN or Proxy: VPNs or proxies can interfere with verification. Suggest users temporarily disable them.
• Contact Web2Chat Support: If issues remain unresolved, contact Web2Chat Support. When contacting support, include a sample user experiencing the issue and console error details for faster resolution.