Any system, no matter how reliable – even those in predictable environments – has a failure rate. With primary source verification, there are many factors that lead to being unable to verify, or worse, getting a negative result. What should you do if you have your documents verified and the results are negative (what is now termed as a Discrepancy) or Unable to Verify?
Don’t panic and get more information
If you know that the document you have submitted is not altered in any way and that the organization it originated from is still in existence, you have a basis to contest the results of the verification. First of all, let’s clear the misconception that getting an Unable to Verify (UTV) report is really bad. It just simply means that the verification company, in this case – TrueProfile.io, was not able to authenticate the document. It will now depend on the company that you are applying for whether to accept a UTV report. It will all depend on the reason why there was a UTV in the first place.
Get to the root of the problem – what is the cause?
Your final report will contain the reasons why the results were either Discrepancy or UTV. For a Discrepancy, it may be that the document was found altered or fraudulent. In cases of degree verification, it can be that the university was not accredited by a governing body. In UTV cases, there are some organizations where their company policy is to decline to confirm your tenure. For example, you were employed in a company where you signed a confidentiality agreement. They then subsequently declined to confirm that you were ever connected with them. Another example is if our associates are not able to contact the issuing authority. We can’t verify if there is no one to verify from. Another reason is if there are no more existing records of your tenure with them perhaps due to natural disasters or in warzones.
Send an SOS
With TrueProfile.io, we want to help our customers in the quickest way possible. You can ask us to review the results of your verification if there are sufficient grounds for it. If you got your verification directly from TrueProfile.io, simply send us an email at email@example.com and include your name, your DataFlow Case ID number, and the passport number associated with the application. Attach a picture of the relevant passport pages with your signature. Explain in detail why there should be a review of the results, and if you have any other information relevant to the appeal. You can also attach supporting documents if they are relevant. One of our Customer Care Associates will get in touch with you within 48 hours. For customers who got their verification from regulators (SCFHS, HAAD, etc.), please see below how to create a ticket.
Create a ticket to inquire about the result of your report
You can create a ticket in the DataFlow Group website to inquire about the result of your report. Choose Question from the drop-down in the field “Type of request” as shown below:
Another field with several choices in the drop-down is Category. Choose “I want to INQUIRE the RESULT of my verification,” as shown below:
There is a Description field in the ticket. Explain the reason why you are appealing to have a review of the PSV report results. Present supporting documents, if there are any. If you have all the necessary information and all your documents are scanned and ready, you can instead choose to chat with our Customer Care Associates. They are available from 10AM to 7PM UAE time Sundays through Thursdays. You can find the chat box in the bottom right corner of the ticket page or in the Support/Contact Us page.
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