Troubleshooting

Common issues and how to troubleshoot them

This guide covers common issues you might encounter when using Verisoul and provides solutions to resolve them. If your issue isn’t listed here, please reach out in your customer Slack channel for assistance.

Browser SDK Issues

Verisoul is undefined

Problem: The Verisoul script failed to load properly.

Possible causes:

• User is actively blocking Verisoul
• Slow network connection
• User is located in an OFAC or sanctioned country (Cuba, North Korea, etc.) that may be blocked by our CDN provider

Solution:

1. Retry loading the script tag
2. If the issue persists, prevent the user from proceeding with the critical action

Unable to get session ID when calling Verisoul.session()

Problem: Cannot retrieve a Verisoul session ID.

Context: Verisoul only returns a session ID after collecting the minimum information required to make a decision. This takes less than 500ms on most devices. The minimum payload only collects certain device/network attributes and sends that data to a globally deployed edge endpoint.

Solution:

1. Retry the request
2. If the session ID is still not returned after retrying, this may indicate that Verisoul is being blocked by a malicious user
3. In this case, prevent the user from proceeding with the critical action

We are not aware of any ad blockers that would block Verisoul. If you are experiencing this issue, please reach out to us in the customer Slack channel.

Verisoul API Issues

Session ID Not Found

Error message:

{
    "statusCode": 400,
    "message": "Session ID not found"
}

Problem: The system cannot locate the provided session ID.

Solution: This typically happens when the project, environment, or API key do not match. Verify that you’re using the correct project, environment, and API key.

Session ID Expired

Error message:

{
    "statusCode": 400,
    "message": "Session ID has expired"
}

Problem: The Verisoul session has expired.

Solution: Session IDs expire 24 hours after creation. You should only retrieve a session ID when you’re about to call the Verisoul API to get a decision.