Third Party Identity Verification (TPIV) Failure Resolution
When a subscriber’s identity cannot be verified through Third Party Identity Verification (TPIV), NLAD will generate specific error messages regarding the reason for the TPIV failure.
Possible error messages are:
|Error Code||Description||What needs to be confirmed in order to submit a dispute resolution request?|
|TPIV_FAIL_IDENTITY_NOT_FOUND||The subscriber’s identity could not be found.||Confirm the subscriber’s first and last name, date of birth, and last four digits of SSN or Tribal ID.|
|TPIV_FAIL_NAME_SSN4||The subscriber’s full name and/or SSN4 could not be validated.||Confirm the subscriber’s first and last name and last four digits of SSN or Tribal ID.|
|TPIV_FAIL_DOB||The subscriber’s date of birth could not be validated.||Confirm the subscriber’s first and last name and date of birth.|
|TPIV_FAIL_DECEASED||The subscriber is identified as deceased.||Confirm the subscriber is living by reviewing acceptable documentation dated within the previous three (3) months.|
Prior to submitting a TPIV dispute resolution request through NLAD, carriers should:
- Review the subscriber data for accuracy and resubmit the transaction in NLAD if corrections are made.
- Review documentation that confirms the subscriber’s identity information.
Acceptable documentation is outlined in the Verification column in the “TPIV Dispute Resolution Error Codes” table below.
How to Submit a TPIV Resolution Request
- Log in to NLAD
- Visit the “Submit Resolution Request” page.
- Type your Resolution ID into the search box. The failed transaction will appear, along with the reason for the rejection and the transaction details.
- Review the transaction information.
- Enter the following required information when submitting the resolution request:
- The name and/or ID of the agent who reviewed the subscriber’s information.
- Select the Skip to: “T” code(s) that correspond to the documentation used to confirm the subscriber’s identity information.
- Check the certification box.
- Click “Submit Resolution Request to NLAD Customer Service.”
Carriers will not be able to submit a resolution request if they do not provide all of the required information (e.g., agent name and/or ID, documentation reviewed, and the certification statement).
TPIV Dispute Resolution Error Codes
TPIV dispute resolution error codes, or “T” codes, are used to confirm a subscriber’s identity information and are required to resolve a TPIV failure. When using these codes, the subscriber’s first and last name must be present on the verification documentation.
Carriers are only required to review documentation that verifies the failed part of the TPIV validation. For example, if the subscriber’s SSN fails, carriers are only required to confirm documentation necessary to validate the last four digits of the subscriber’s SSN.
Effective February 17, 2016, carriers must securely retain copies of documentation reviewed to override the NLAD TPIV failure (Section 54.404 (b)(11)).
|T1||Reviewed unexpired driver’s license||X|
|T2||Reviewed birth certificate||X|
|T3||Reviewed W-2 from within the last 2 years||X|
|T4||Reviewed prior year’s state, federal, or Tribal tax return||X|
|T5||Reviewed Social Security card or SSA-1099 (Social Security Benefit Statement)||X|
|T6||Reviewed Certificate of Naturalization or Certificate of U.S. Citizenship||X|
|T7||Reviewed unexpired Permanent Resident Card or unexpired Permanent Resident Alien Card||X|
|T8||Reviewed unexpired United States government, military, state, or Tribal issued ID, which includes date of birth and/or Social Security Number and/or Tribal ID,||X||X|
|T10||Reviewed unexpired passport||X|
|T12||Reviewed military discharge documentation which includes date of birth and/or Social Security Number and/or Tribal ID||X||X|
|T13||Reviewed unexpired weapons permit which includes date of birth and/or Social Security Number||X||X|
|T14||Reviewed government assistance program document which includes date of birth and/or Social Security Number and/or Tribal ID||X||X||*X|
|T15||Reviewed statement of benefits from a qualifying program which includes date of birth and/or Social Security Number and/or Tribal ID||X||X|
|T16||Reviewed an unemployment/workers’ compensation statement of benefits which includes date of birth and/or Social Security Number and/or Tribal ID||X||X||*X|
|T17||Reviewed eligibility confirmation from state eligibility database or administrator which includes date of birth and/or last four digits of Social Security Number or Tribal ID||X||X|
|T18||Reviewed current utility bill1||X|
|T19||Reviewed current income statement from an employer, such as a paycheck stub||X|
|T20||Reviewed current mortgage or lease statement||*X|
|T21||Reviewed current retirement/pension statement of benefits||*X|
|T22||**Reviewed a notarized letter affirming the subscriber’s identity and alive status||*X|
1The utility bill cannot be a telephone bill generated by the service provider.
*Documentation must be dated within three months of the review date.
**The letter needs to include the subscriber’s full name, current mailing address, last four digits of their social security number, date of birth, and a statement that the subscriber is not deceased.
With questions regarding dispute resolution, please contact Lifeline Program or call us at (877) 524-1325.