FAQ

After you log in, an inactivity timer monitors your interactions. After a certain amount of inactivity, a message appears. You are logged out if you do not acknowledge the message.

Nope, sorry. You just can't. ☹️ When a user is added, the email address is created. That address becomes read-only. It's shown in the user profile. But you cannot change it. Instead, you must deactivate the user, and then add a new user with another email address. See Add User.

If you know for sure that you have the correct role assignment to manage customers or users, but yet you do not see the Actions column, then here's a tip: Try scrolling to the right! 😮 Your screen might be too narrow, and so the Actions column might be cut off on the right side. Review the Roles topic for more information.

Customer selections may be unavailable.

• If your role is Customer Admin, then you can only add a user for your assigned Customer. You need the Company Admin role to assign a Customer to a new user.

You might see an error message saying you can't assign the role User Manager. It's because only Intellicheck support can assign a User Manager role. Contact us for more information.

A Department can help locate transactions. The Department is part of a user profile. When you create or edit a user, you can add a Department for the user. Department is also a separate column on the transactions page. So Department is primarily meant for Portal users and Desktop users because those users can start authentication sessions that create transactions. For example, suppose you are part of the Retail Sales department, and you are assigned to the Portal Viewer role so you can use Portal to begin an authentication session. Each time you complete a session, your Department information is saved along with the authentication session results. Other users with sufficient privileges can easily scan the transactions list to see which transactions are from your department, Retail Sales. In this way, Department becomes another field that Hub tracks to help locate transactions.

You can click Advanced Search, and then select a date range. See Search Overview for more tips.

This is a placeholder image with the text "Photo not available." It is not an actual photo of the captured ID or selfie. This placeholder image appears in a Cardholder Images box if a transaction did not require the front, back, or selfie photos. For example, if a Desktop transaction required a barcode-only scan, then Cardholder Images shows placeholders for Front Photo, Back Photo, and Face Photo.

This message appears in Cardholder Information if the ID is unrecognized as a government-issued ID or if we detected a problem. This prevented us from performing OCR on the submitted image.

Personally identifiable information (PII) is any information that can be used to identify an individual, either directly or indirectly. Data collected during an authentication session contains PII. We can configure Hub to hide PII. But our definition of PII might not be the same as yours. PII management requirements can vary by use case or by jurisdiction.

We built Hub to be flexible so you can decide how to define PII. For example, some customers want all data hidden from view, regardless of whether it is generally considered PII. But more typically, a customer requires some minimal amount of PII to support business processes. The following information might represent a minimum baseline recommendation for PII:

• Name

• Street address

• Date of birth

• ID number

• Phone number

• Cardholder images

You might be seeing a tailored set of results based on your company's business requirements. We can tailor the transaction page to show only required results. This can make it look like information is missing. But it has been intentionally removed. If a result is intentionally removed from the transaction page, it will never be displayed even if your user role includes Transactions with PII and you can toggle the View PII slider. See Eliminate unwanted information.

We protect PII in several ways. You can assign a role to a specific user to enable or disable PII visibility. You can select the View PII slider on the transaction details page. You can request a custom PII configuration through our customer success department. PII management is an important topic, and one that we take very seriously. Intellicheck received certification from the International Organization for Standardization (ISO) for complying with the ISO/IEC 27701:2019 standard. This standard provides a framework for PII controllers and PII processors to manage data privacy. For more information, read about our PII compliance standards on The Intellicheck Security Commitment.

In Portal, a standard text message is enabled for your company. That message is sent for all authentication requests. You cannot customize individual text messages. If you need to change the standard message, contact Intellicheck support.

The three document types are categories for most federal, state, and international documents used as primary identification. The following list shows examples of various forms of identification. Examples are not meant to be comprehensive or exhaustive.

• North American Driver's License/Identification Cards - North American* driver license including REAL ID, enhanced ID, learner permit, US military ID, and non-driver state identity card.

• Passport Booklet - Passport booklet, or visa.

• Other Documents (Passport Cards, Non-North American Driver's License/ID) - International passport card, trusted traveler card, permanent resident card.

* Includes the United States, Canada and Mexico

Nope. As a customer agent with the Portal User role, you can start one authentication session per client. Wait until that session is complete before starting a new session for another client. Concurrent sessions are not supported at this time.

See Tutorials for a quick demonstration.

The Customer Journey dashboard is available to Intellicheck customers who use our out-of-the-box Capture product. If you do not see the Customer Journey dashboard, your organization might not use Capture to collect end-user information such as the ID image, a barcode, and a selfie. The Customer Journey dashboard is available only if Capture is used to collect this information. The dashboard contains insights such as page visits, average completion times, and abandonment totals. Contact Intellicheck to learn more.

Two customer journey charts track time spent per page: Avg Times (Minutes) for Completed Sessions and Avg Times (Minutes) for Incomplete Sessions. These two charts track the average amount of time someone spends on each Capture page. Time spent on the front page is typically greater than time spent on the other pages, such as landing, barcode, permissions, and selfie. The front page is where someone captures an image of the front of the ID. The reason why someone spends more time on the front page has to do with the time taken to find the ID before capturing an image. For example, a person might need to walk to another room to retrieve a bag or wallet, find the ID, and then capture the front image. Time spent searching for the ID is calculated in with the average time spent on the front page, and for that reason, it is typically greater than the other times.

Capture is the latest installment to our robust ID verification environment. Capture makes the customer experience easier than ever. And we’ve made integration as easy as possible. Send your customer a quick text, and we do the rest of the work, while you sit back and wait for all the results. From retrieving your customer’s ID and facial liveness to returning detailed reporting on your customer, to ensuring PII data compliance, we handle all the heavy lifting. Capture is for customers who prefer that we manage PII data compliance. In person or online, this experience is flexible enough to be used anywhere, and in any situation. Direct is our ID validation solution that gives you more control over the customer experience, while still providing guaranteed decisioning with every scan. Direct is for those who prefer to have their customers’ experience white labeled and fully integrated. It's for those who accept new credit or account applications, but prefer to capture all their customer’s data in their own environment, and who will manage PII data compliance.

Both products are Intellicheck industry-leading identity validation solutions. With Portal, you get a web-based interface that runs in your browser. Portal is a no-integration tool to validate however and wherever you do business. Simply log in on your computer and begin verifying an ID. This mode is best for quick online or over-the-phone verification needs, like call centers, new online account applications, e-commerce or gaming. It includes the following authentication checks: identity verification, facial liveness detection, risk scoring, reporting & analytics, additional services for all your regulatory needs. With Desktop, you get all the great features of Portal in a stand-alone application that can be integrated with a scanning device.

Portal V1 and Portal V2 are just nicknames we've given to our old-style and new-style results. Both Portal V1 and Portal V2 are available in Hub. In Portal V1, we designed the results page to be almost identical in appearance with our prior-generation software (Portal+) results page. We think this will help our existing customers feel comfortable while learning about Hub's great new features. When you're ready to try the new results page, which has more details and (coming soon) our proprietary Intellicheck Score, then you can contact us to update your configuration. We call the new results page Portal V2.