Why a verification goes to manual review

Manual review is not a rejection. It means an automatic check could not be confident on its own, so a person on our team looks at it.

The usual reasons

• Your date of birth does not match the license. The single most common one. A transposed digit or a month and day swapped is enough.
• Your name does not match the license. Nicknames, a maiden name, or a missing hyphen. Middle names and initials on the document are normal and are not a mismatch.
• The named insured does not match your name. Common when the policy is in a spouse's or parent's name.
• The carrier you typed does not match the card. Broker names and underwriter names are often different.
• Your license number is already on another account.
• Your face matched a face already verified on a different account.
• A possible match against a sanctions list. Name similarity alone is enough to trigger this, and it is usually cleared.

What to do

Go back through your details and make them match the documents exactly, character for character, then resubmit. For the photos: flat surface, no flash glare, all four corners in frame, both sides of the license, and an insurance card that is current rather than last year's.

We email you when the review is done. There is nothing to chase in the meantime.