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Frequently Asked Questions

Common questions about TrustGate identity verification, compliance, and integration.

Getting Started​

What is TrustGate?​

TrustGate is an AI-native identity verification and compliance platform. We help businesses verify customer identities (KYC), verify businesses (KYB), screen against sanctions and watchlists (AML), and manage compliance workflows.

How do I get started?​

  1. Sign up at bytrustgate.com
  2. Get your API keys from the dashboard
  3. Test in sandbox environment
  4. Go live when ready

See our Quick Start Guide for detailed instructions.

Is there a free trial?​

Yes, sandbox testing is free with no time limits. You can fully test the integration before going live. Production usage is billed based on verifications performed.

What countries do you support?​

TrustGate supports identity documents from 190+ countries. Screening covers global sanctions lists and PEP databases. See Supported Documents for details.

Identity Verification​

What types of documents are accepted?​

We accept:

  • Passports (all countries)
  • National ID cards
  • Driver's licenses
  • Residence permits

See Supported Documents for the complete list.

How does biometric verification work?​

Users take a selfie which is compared against the photo on their identity document. We also perform liveness detection to ensure a real person is present, preventing photo or video spoofing attacks.

What happens if a document is rejected?​

If a document is rejected, the user can resubmit. Common rejection reasons include:

  • Poor image quality
  • Document expired
  • Document type not accepted
  • Tampering detected

The SDK guides users through the resubmission process.

How accurate is document verification?​

Our document verification achieves 99%+ accuracy for supported documents, with AI models trained on millions of document samples. Accuracy varies by document type and quality.

Screening & AML​

What lists do you screen against?​

We screen against:

  • Sanctions: OFAC, EU, UN, UK, and 30+ other jurisdictions
  • PEP databases: Global politically exposed persons
  • Adverse media: 150,000+ news sources worldwide
  • Enforcement: SEC, FCA, and other regulatory actions

See Screening Lists for complete details.

How do I handle screening hits?​

When a hit is found:

  1. A case is automatically created
  2. Review the hit details and confidence score
  3. Investigate using AI assistance
  4. Resolve as true match or false positive

See Hit Resolution for the process.

What is ongoing monitoring?​

Ongoing monitoring continuously screens your customers against watchlists after onboarding. If a customer is added to a sanctions list, you're immediately notified. See Ongoing Monitoring.

How often are screening lists updated?​

  • Sanctions lists: Real-time (within minutes of publication)
  • PEP databases: Daily
  • Adverse media: Continuous

Business Verification (KYB)​

What is KYB?​

Know Your Business (KYB) is the process of verifying business entities, including:

  • Company registration verification
  • Beneficial owner identification
  • UBO verification (KYC on owners)
  • Company screening

See About Business Verification.

What is a beneficial owner (UBO)?​

A beneficial owner is a natural person who ultimately owns or controls a company. Most regulations define this as 25%+ ownership or voting control. All UBOs must be identified and verified.

Do you verify company registration?​

Yes, we verify companies against official registries in 50+ countries including Companies House (UK), state databases (US), ACRA (Singapore), and more.

Integration​

What integration options are available?​

  1. Hosted flow: Redirect users to TrustGate-hosted verification
  2. Embedded SDK: Embed verification UI in your app
  3. API: Full control with direct API calls

See Integrations Overview.

What SDKs do you provide?​

We offer SDKs for:

  • JavaScript/Node.js
  • React
  • React Native
  • iOS (Swift)
  • Android (Kotlin)
  • Python

See SDK Integration.

How do I receive verification results?​

You can:

  1. Poll the API for status
  2. Receive webhooks for real-time notifications
  3. Check status in the dashboard

We recommend webhooks for production. See Webhooks.

Can I customize the verification flow?​

Yes, you can:

  • Choose which checks to perform
  • Customize the SDK appearance
  • Add questionnaires
  • Configure workflow rules

Security & Compliance​

Is TrustGate GDPR compliant?​

Yes, TrustGate is fully GDPR compliant. We act as a data processor and provide tools for data subject rights, data retention, and consent management. See GDPR Compliance.

Where is data stored?​

Data is stored in secure cloud infrastructure with options for EU or US data residency. All data is encrypted at rest and in transit.

Do you have SOC 2 certification?​

Yes, TrustGate maintains SOC 2 Type II certification. Contact us for our security documentation.

How long is data retained?​

You configure retention periods based on your regulatory requirements. Default is 5 years for AML compliance. See Data Retention.

Pricing & Billing​

How is pricing structured?​

Pricing is based on:

  • Number of verifications performed
  • Types of checks enabled
  • Volume tiers

Contact sales for detailed pricing.

What counts as a verification?​

A verification is counted when checks are performed on an applicant. Document uploads without verification checks are not billed.

Is there volume pricing?​

Yes, we offer volume discounts for higher usage. Contact sales for enterprise pricing.

Troubleshooting​

Why was my API request rejected?​

Common reasons:

  • Invalid or expired API key
  • Missing required fields
  • Invalid field format
  • Rate limit exceeded

Check the error response for specific details.

Why did document verification fail?​

Common reasons:

  • Poor image quality (blurry, dark, glare)
  • Document not fully visible
  • Unsupported document type
  • Document expired

The SDK provides guidance to users on resubmission.

Why am I getting many false positives?​

High false positive rates often result from:

  • Common names
  • Low confidence thresholds
  • Not providing enough data points

Provide more applicant information (DOB, nationality) for more accurate matching.

How do I contact support?​

Still Have Questions?​

  • Check our Glossary for term definitions
  • Review Key Concepts
  • Contact support for specific questions