What should I do when extracted details are wrong?

Short answer

First identify where the disputed detail came from: the applicant’s input, a document read or an authoritative record. Correcting a customer profile is different from changing the evidence that a verification actually returned.

Check the evidence

Confirm the applicant, current attempt, document type and country. Compare the readable document with the extracted field, using only the evidence your role permits you to see. Check whether the result reports an unreadable or unavailable field rather than a confirmed value.

Names can contain multiple parts, punctuation and accents. A formatting difference should not be treated automatically as a different person. Equally, do not turn an actual mismatch into a match just by editing the text you display.

Choose the correction path

• The capture is blurred, cropped or has glare: ask an authorised reviewer to request another attempt for the affected steps.
• The applicant chose the wrong document type or supplied the wrong input: explain the correction clearly and use the supported resubmission flow.
• An official source record appears inaccurate: investigate that source and the applicant’s supporting evidence. A fresh photo does not necessarily change a registry’s record.
• Your application mapped the field incorrectly: fix the mapping and re-read the existing result rather than buying another check to repair a display bug.

Preserve the explanation

A repeat submission keeps the verification ID and adds an attempt. Earlier findings remain part of the history. Record why a reviewer accepted an exception or requested fresh evidence, so another teammate can understand the outcome later.

For help, send the verification reference, field name, environment and a description of the discrepancy. Do not paste full identity numbers or document images into an ordinary support message.

Related guides

• Verification result
• Request another attempt