The contesting flow has been designed for cases in which a client believes that there has been an error in the result received during the Identity Verification. In such cases, it is possible to request a re-evaluation from our internal teams, that is, to send us a contestation regarding the response received.
The request must be made through the form, see how:
1. Access the request form available on our website.
2. In the Service, select IDCloud. In Capacity/Portal, select Identity Verification.
3. In Contact Reason, choose Dispute. In How can we help you, select Submit a Dispute.
4. Fill in the required fields on the form with the necessary information.
5. Submit the request.
⚠︎ Important: To submit a Dispute, it is necessary to gather some information about the process. These details can be obtained from the information available in the Identity Verification Portal.
‣ Product Response (Yes or Inconclusive).
‣ Process number to be disputed in the format 1111a1aa-aa11-111a-a111-a111aa111111.
‣ Date and time of the process.
‣ ID of the registered process.
‣ Document of the real holder attached (photo of the document in .pdf or .jpeg).
‣ Proof of financial impact attached (examples: loan made or signed acceptance term in pdf).
Don’t forget to add the attachments to submit the contestation. 😉
Our internal teams will review it and respond via email within 24 business hours.
