Troubleshoot Identity Verification Failed or Unavailable States

QCDS deliberately separates an identity failure from an identity service/configuration problem. Both block Level 2 signing, but the correct fix is different. Start with the exact signer status and the provider profile that was bound when the Request was sent.

Read the Signer Status First

  • Not Started: the signer has not begun the required Level 2 attempt.
  • In Progress: the provider is still processing or QCDS is waiting for a decision. Use Check Verification Status.
  • Failed: the provider returned a substantive decline/failure. QCDS keeps signing locked and offers Try Identity Verification Again.
  • Verification Unavailable: QCDS cannot currently complete or authenticate the provider path. This is not the same as a provider decline.

If the Status Is Verification Unavailable

Check the exact provider profile bound to the sent Request. Common causes include removed/missing credentials, a profile that is no longer ready, provider authentication/authorization errors, rate limiting, provider 5xx/transport failures, an invalid provider response signature, a mismatched provider reference, or an unrecognized provider result.

For new Requests, also verify entitlement and precedence: an enabled Global profile overrides the sender's account profile. If Global is enabled but unhealthy, QCDS does not fall back to the sender's profile.

Didit-Specific Checks

Test the bound Didit profile and confirm its API Key and Workflow ID still work. For webhook-driven completion, also confirm the saved Webhook Signing Secret matches Didit and the generated QCDS webhook URL is configured at the provider.

QCDS rejects an unknown session, stale webhook timestamp, invalid webhook signature, or workflow mismatch. The signer can also use Check Verification Status because QCDS can query Didit's decision endpoint server-to-server.

Shufti-Specific Checks

Test the bound Shufti profile and verify the Client ID/Secret Key, provider account status, HTTPS/network access, and provider response signature. Shufti must be in a recognized Trial/Test or Production mode and connected/ready for new Level 2 work.

If a Shufti submission reached the provider but remains nonterminal, Check Verification Status queries the provider's status endpoint for the same reference.

Retry After the Cause Is Fixed

Try Identity Verification Again resets a failed/unavailable attempt to pending, clears the prior provider reference/result/decision codes, and removes abandoned temporary capture media. It does not remove the Level 2 requirement or change the provider profile bound to the Request.

Ordinary Level 1 signing for other Requests remains separate. QCDS blocks only the participants whose immutable Request snapshot requires Identity Verification.

Community Discussion

Want to compare workflows, share practical tips, or discuss how you use this QCDS feature? Visit the QC Digital Signature Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.