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1. What are Trust Flows?

A trust flow is a sequence of verifications used to confirm an individual’s identity. Each flow may include one or more of the following steps:
  • Document verification (e.g., government-issued ID)
  • Biometric verification (e.g., face liveness detection)
  • AML screening (checking against sanctions, watchlists, and PEP lists)
Trust flows allow companies to configure the level of identity assurance required for compliance, security, or risk management.

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2. What is the difference between a Trust Flow and the Trust Validation page?

Trust Flow page: This is where administrators create and customize verification sequences. You decide which checks are required and in what order. Trust Validation page: This displays the outcome of verifications once users complete the trust flow. It shows whether the verification was Verified, Rejected, Needs Review, or remains In Progress.

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3. What is the conversion rate in the dashboard?

The conversion rate measures how many users complete the verification process out of all users who started it. Example: If 200 people start the verification and 150 finish it successfully, your conversion rate is 75%. This metric helps you track how effective and user-friendly your trust flows are.

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4. How do I build a trust flow?

You can create a custom trust flow using the Trust Flow Builder:
  1. Log into the platform and navigate to the Trust Flow Builder.
  2. Drag and drop the verification steps you need (document verification, face liveness, AML screening).
  3. Arrange them in the order you want users to complete them.
  4. Save the trust flow.
Each organization can design flows to meet local regulations and internal compliance requirements.

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5. What do the statuses on the Trust Validation page mean?

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a. Verified

All checks passed (document valid, biometrics matched, AML cleared). The identity is confirmed.

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b. Review needed

The system flagged something unusual. Possible reasons include:
  • Borderline confidence scores
  • Blurry or unclear images
  • Mismatch in name or data across sources
  • Suspicious activity detected
A compliance officer or admin must review before a decision is made.

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c. Rejected

One or more critical checks failed. Common reasons include:
  • Expired or invalid document
  • Failed biometric match
  • Fraudulent or tampered uploads
  • Sanctions or AML hit
Once rejected, the flow is considered complete, and the user may need to retry with valid documents.

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d. In progress

The user started but hasn’t finished. For example:
  • Document uploaded but selfie not submitted
  • AML check done but biometric pending
The flow remains open until all steps are finished.

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e. Incomplete

The user abandoned the process midway, for example:
  • Closed the browser or app
  • Session timeout
  • Failed to upload required documents
No decision (Verified/Rejected) can be made.

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6. Do verifications expire?

Yes. Verifications have validity periods depending on the type of check:
  • AML / Watchlist checks: Must be refreshed frequently due to regulatory requirements.
  • Document checks: Valid as long as the document remains valid (until the expiry date).
  • Biometric checks: Typically valid longer but may require re-verification if there are concerns about identity fraud.
Companies should follow their internal compliance guidelines to define the refresh intervals.

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Need help?

If you still face issues after trying the steps above, contact our support team at verify@idmetagroup.com.