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Troubleshooting Verify Errors

Ayesha Akhtar
Ayesha Akhtar
  • Updated

Issue Summary:
This guide addresses common errors encountered when using TrustedForm Verify to assess whether a consumer provided the proper express written consent to be contacted. The guide details issues such as missing or unapproved consent language, misconfigured one‑to‑one consent settings, and problems with form submission capture.

Impact:
When these errors occur, leads may be improperly processed or even rejected, potentially impacting regulatory compliance (e.g., TCPA requirements) and causing missed business opportunities. Both technical implementers and marketing teams relying on automated lead evaluation are affected.

Common Errors, Causes, and Fixes

Symptom Root Cause Description Quick Fix
“Unavailable product requested: Verify” Verify Product Not Enabled The API returns this error when the Verify feature is not provisioned for the account. Confirm Verify access is enabled in your account or contact support.
“Consent language not detected in the certificate.” Missing Consent Language The certificate lacks captured consent language, which may result from an improper implementation of the TrustedForm Certify integration. Ensure the TrustedForm Certify script is correctly installed and that consent language is visible on the page.
“Consent languages found were not approved in the account’s consent language manager.” Unapproved Consent Language The certificate includes consent language that has not been pre-approved in your Consent Language Manager. Log in to your Consent Language Manager and approve the detected language, or update your implementation.
“This form has not been setup to allow use of One to One Consent Check.” One‑to‑One Consent Configuration Missing The API request enabled one‑to‑one consent checking but the form is not configured with the necessary unique consent tags. Ask the form owner to update it to include the required one‑to‑one consent tags or disable the check if not needed.
“Submission of the form is required for one‑to‑one consent verification.” Form Submission Not Detected The certificate indicates that the consumer did not complete the form submission required for one‑to‑one consent verification. Confirm that the form submission event is properly captured by the TrustedForm script and test a full form submission.
“#{advertiser_name} was not granted consent in a one‑to‑one manner.” Advertiser Name Mismatch The advertiser name provided in the API call does not match the consent language recorded in the certificate for one‑to‑one consent. Verify that the advertiser name parameter exactly matches the approved consent language on the certificate.

Step‑by‑Step Troubleshooting

Step 1 – Verify the TrustedForm Certify Setup

  1. Open the web page where the TrustedForm Certify script is embedded.
  2. Use your browser’s “View Page Source” or “Inspect” tool to confirm that the TrustedForm script is located within the <body> tags.
  3. Verify that the script dynamically injects the hidden fields (typically named “xxTrustedFormToken”, “xxTrustedFormCertUrl”, and “xxTrustedFormPingUrl”) into the form.

Expected Result:
The page source should include the TrustedForm Certify script, and using the browser’s inspection tool, you should see the hidden fields within your form’s HTML.

  1. Submit a test form on your web page to generate a TrustedForm certificate URL.
  2. Open the certificate URL in your browser and review the displayed consent language.
  3. Compare the captured consent language with the approved variations in your Consent Language Manager.

Expected Result:
The certificate should display the consent language as presented to the consumer, matching one of the approved language entries.

8. FAQ

This error indicates that no consent language was captured within the certificate. It typically occurs when the does not include consent language or the consent language was not identified by the form owner using consent tags.

Ask your seller to implement TrustedForm consent tags on their form and ensure it meets the requirements to be categorized as one-to-one consent.

Log in to your Consent Language Manager, review the detected consent language, and either approve it or update your vendor’s implementation to use one of the pre-approved versions.

Glossary

Term Definition
TrustedForm Verify A TrustedForm product that programmatically checks whether a lead’s certificate meets specific consent-based verification criteria, including approved consent language and one‑to‑one consent requirements.
Consent Language The text displayed to a consumer explaining how their data will be used; it must be clear, conspicuous, and pre-approved to satisfy compliance requirements.
One‑to‑One Consent Check A verification process ensuring that each lead provided explicit, unique consent for a specific advertiser, using uniquely tagged consent elements.
Consent Language Manager A tool within your account that allows you to review, approve, and manage the variations of consent language captured from leads.
Consent Tags Hidden identifiers a publisher may insert into their form to capture key elements necessary for consent verification.

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