SSN Escalation Error

When does it happen?

When there is a mismatch between the applicant´s personal information and the Public Records:

Why does it happen?

Because Public Records could not validate the customer’s personal information. A warning will be displayed in every field that did not pass the validation:

What to do?

The Street Team Agent will have three attempts to modify the information previously entered. If it still cannot be validated, a pop up will appear stating that in order to continue, a SSN proof will be required. If the applicant agrees, Street Team Agents will click on CONTINUE ANYWAY:

On the Thank you! page, Street Team Agents will see again a note stating that the customer needs to upload SSN proof, along with any other documentation required:

• The SSN proof has to be uploaded in a separate picture.
• To finish the process, the agent will follow the regular enrollment process steps.

Remember that the valid SSN proofs are:

• A copy of the Social Security card.
• A copy of the driver’s license (ID) under the applicant´s name.