{"record":{"id":"47832a775766b0d0","repo":"docusealco/docuseal","slug":"unfortunately-we-were-unable-to-start-knowledge-b","errorCode":null,"errorMessage":"Unfortunately, we were unable to start Knowledge Based Authentication with the details provided. Please review and confirm that all your personal details are correct.","messagePattern":"Unfortunately, we were unable to start Knowledge Based Authentication with the details provided\\. Please review and confirm that all your personal details are correct\\.","errorType":"exception","errorClass":"Error","httpStatus":null,"severity":"error","filePath":"app/javascript/submission_form/kba_step.vue","lineNumber":507,"sourceCode":"        }\n\n        if (payload.phone) {\n          payload.phone = payload.phone.replace(/^\\+1/, '')\n        }\n\n        const resp = await fetch(this.baseUrl + '/api/kba', {\n          method: 'POST',\n          headers: { 'Content-Type': 'application/json' },\n          body: JSON.stringify(payload)\n        })\n\n        const data = await resp.json()\n\n        if (!resp.ok) throw new Error(data.error || 'Failed to start KBA')\n\n        if (data.result && data.result.action === 'FAIL') {\n          if (data.result.detail === 'NO MATCH') {\n            throw new Error('Unfortunately, we were unable to start Knowledge Based Authentication with the details provided. Please review and confirm that all your personal details are correct.')\n          }\n\n          throw new Error(data.result.detail || 'KBA Start Failed')\n        }\n\n        if (data.output && data.output.questions && data.output.questions.questions) {\n          this.questions = data.output.questions.questions\n          this.token = data.continuations.questions.template.token\n          this.reference = data.meta.reference\n\n          this.questions.forEach(q => {\n            this.answers[q.id] = null\n          })\n\n          this.startCountdown()\n        } else {\n          throw new Error('Invalid KBA response')\n        }","sourceCodeStart":489,"sourceCodeEnd":525,"githubUrl":"https://github.com/docusealco/docuseal/blob/004a22c1c88109c7ba0b567df011a8cb13894001/app/javascript/submission_form/kba_step.vue#L489-L525","documentation":"The KBA service answered HTTP 200 with result.action === 'FAIL' and result.detail === 'NO MATCH': no identity record matched the personal details submitted, so no quiz could be generated. This is a business-level rejection from the identity bureau behind KBA, not a transport or code failure. The long friendly message exists because the fix is on the submitter's side: correct the personal data and try again.","triggerScenarios":"Starting KBA with a name/DOB/SSN/address combination that matches no bureau record: typos, transposed SSN digits, a former home address, or genuinely thin-file consumers with no credit history. Also fabricated test personas (fake name + fake SSN) sent to the real provider.","commonSituations":"QA testing with made-up identities; submitters with credit freezes; users entering a work address instead of the residential address on file; picking the wrong party on multi-submitter forms.","solutions":["Have the submitter re-enter every personal detail exactly as it appears on official records (SSN card, license, credit-report address) and retry.","Verify that the earlier form steps actually mapped the right values into the KBA start payload.","Confirm you are not sending test data to a production KBA provider or production data to a sandbox.","If the identity is real but still unmatched, switch the field to a different verification method or route to manual review."],"exampleFix":null,"handlingStrategy":"validation","validationCode":"const ssnRe = /^(?!000|666|9\\d\\d)\\d{3}-?\\d{2}-?\\d{4}$/\nif (!ssnRe.test(payload.ssn || '') || !/^\\d{4}-\\d{2}-\\d{2}$/.test(payload.dob || '')) {\n  this.error = 'Please check your SSN and date of birth formats before starting.'\n  return\n}","typeGuard":null,"tryCatchPattern":null,"preventionTips":["Validate identity field formats client-side before starting KBA","Tell submitters that details must match official and bureau records","Normalize names and strip non-digits from SSN and phone before sending"],"tags":["kba","identity-verification","no-match","user-input"],"backgroundTag":"identity-verification-failed","analyzedSha":"004a22c1c88109c7ba0b567df011a8cb13894001","analyzedAt":"2026-08-21T13:38:23.343Z","schemaVersion":2},"datasetVersion":"2026-08-21T18:17:14.833Z"}