solid-orange•6d ago
Response from Verify - not our problem
Hello!
This page appears to be VAPI's page and not ours. Due to this, I am unable to troubleshoot or provide assistance with their identity verification system. Our Status page confirms that there are no incidents or issues ongoing.
Please reach out to VAPI directly for support, as we do not control how they have set up their integration with us. In case there are any issues, they can reach out to us directly.
Unfortunately, we are unable to provide further insights about the outcome of your verification attempt. In order to understand the reason applied in greater detail, we advise that you contact your Service Provider directly.
To further explain the legal position under which Veriff is providing its services: Veriff is operating as a B2B company, meaning it is contracted by other businesses to perform, primarily, identity verification and anti-fraud operations on their behalf. In light of applicable data protection laws, for the provision of its services, Veriff acts as a data processor, and Veriff’s customers act as data controllers. The foregoing processor-controller relationship is also reflected in the data processing agreement (reflecting Article 28 of the General Data Protection Regulation; corresponding also to its UK equivalent), concluded between Veriff and its business customer.
Under applicable data protection laws, and also pursuant to the data processing agreement referred to above, the privacy processing rights of individuals are primarily to be facilitated by the data controller (i.e., Veriff’s customer, who in this case is your Service Provider). Veriff, as a data processor, is unfortunately not in a position to assist directly with the verification process you are forgoing, as we don’t have full visibility into your relationship with the data controller. This also means that the Service Provider has to instruct Veriff on verification support needs, as opposed to direct correspondence between yourself and Veriff.
Thank you for your understanding.
Best regards,
Karl
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Karl Customer Support Veriff
Karl Customer Support Veriff
1 Reply
Hi there,
Thank you for your message. Our team is currently out of the office. We operate Monday through Friday, from 9:00 AM to 8:00 PM Pacific Standard Time (PST).
We’ll get back to you as soon as possible during our normal business hours.
If your message is urgent, please mark it accordingly or include “URGENT” in the subject line, and we’ll do our best to respond promptly.
Warm regards,
Vapi
Customer Support Team
Vapi
Customer Support Team