Using Nametag to securely verify your customers and employees can raise a few questions, both from your IT helpdesk agents and customer support representatives, and from the people they're helping.

Here are some common questions and our suggested answers to each. Please adapt this to your needs and add to your local instructions or runbooks. If you need help, let us know via your contact at Nametag or by emailing help@nametag.co

What do I tell my customers or employees (end-users) to expect?

You can tell them something like “You will get a text message or an email with a link; click the link to launch the Nametag application, or install the Nametag app from the AppStore or PlayStore to see your history of sharing. Scan your ID and face when prompted, then press the Share button so we can confirm your identity”

When a customer or employee asks, “What is Nametag,” what do I tell them?

Nametag is the company we use to verify your identity to protect your account and personal information from being compromised. It provides a faster, more convenient support experience and helps us resolve your issues more quickly.

When a customer or employee asks, “Why are you using Nametag,” what should I tell them?

Nametag uses cutting-edge identity verification technology to validate that you really are who you say you are. This enables us to protect your account and personal information, so you no longer have to:

• share unnecessary personal information like a social security number to verify your identity.
• answer frustrating security questions that take a long time and you might not remember the answer to.
• email/send in a copy of your passport or other photo ID document.

How does Nametag identify and detect fraud?

Fraudsters use tools like injection attacks and presentation attacks to bypass legacy ID verification (IDV) systems. Our Deepfake Defense™ engine stops these threats by leveraging Cryptographic Attestation™, Adaptive Document Verification™, and our Spatial Selfie™ technology, identifying fraud before it compromises security.

Why do devices fail Cryptographic Attestation™?

As part of our Deepfake Defense™ engine, all devices must pass Cryptographic Attestation™, where we validate the cryptographic co-processor, assess device integrity, and confirm app authenticity, all to block injection attacks and ensure data integrity.

What are the reasons a verification fails?

Our identity verification system leverages:

• Cryptographic Attestation™ to block injection attacks and ensure data integrity through a cryptographic chain of trust,
• Adaptive Document Verification™ to stop document presentation attacks by detecting manipulation and forgery, while adjusting for document type to improve success rates,
• Spatial Selfie™ technology to confirm human likeness, liveness, and presence by mapping a user’s 3D selfie to their 2D ID photo, stopping selfie presentation attacks.

Any failure in these checks results in an unsuccessful verification.

When a customer or employee asks if they should submit for manual review, what should I tell them?

If Nametag identifies a potential issue during your automated verification, you will be invited to submit your information for review. Example issues include if your selfie and ID photo don’t match, or if your selfie doesn’t meet our standards (such as if it’s too blurry).

When you submit for review, a select group of Nametag’s trained experts will review your information in a secure, privacy-preserving environment to make sure it’s really you. This process has been carefully designed to preserve your privacy while enabling us to make an informed decision.

Nametag’s review process exists to protect your information and accounts against imposters while ensuring that, in the unlikely event that you are wrongly flagged by our automated systems, you will still be able to access your accounts.

When a customer or employee asks, “What does Nametag do with my data,” what should I tell them?

Nametag doesn't do anything with your data without your permission. We will never receive your data without your explicit consent, so you must accept and click Share to complete the request. 

Optional: You can visit Nametag’s dedicated FAQ or read their privacy policy.

If my customer or employee says that Nametag won't scan their ID, what should I tell them?

If your ID isn't processed automatically, carefully read all of the on-screen instructions: hints will automatically pop up to help identify issues with your environment. If you've followed all of the on-screen instructions and your ID still isn't scanning, follow the on-screen prompts to capture a photo manually and then submit your information for review.

What should I do if my customer or employee does not receive the SMS text?

If the person whose identity you are confirming doesn’t receive the SMS, you can create a link using the “Create one-time link” button and deliver that to the customer via email, another messaging service, or however the customer would like to receive it.

What should I do if my customer or employee doesn’t have their ID / a smartphone / data service / etc.?

If the person whose identity you are confirming doesn’t have their ID, smartphone or the ability to use Nametag for whatever reason, you may have to fall back to a less secure or less convenient method, depending on the policies of your organization.  Please contact your supervisor/admin to understand the backup procedure/policy.

What happens when I click the “x” on a verification request?

Clicking on the ‘x’ on the far right of the verifications table will cancel the verification request. If the customer or employee tries to use the link associated with that verification request, they will be notified that it was canceled and they will not be able to share information with you. If you still need to verify their identity, you will need to send a new request.