How to configure address verification for your customers

Address verification allows your organisation to confirm that the physical addresses provided by your customers are real and belong to them. It is powered by Dojah, a regulated identity verification provider, and is embedded directly into your Lendsqr-powered lender web app and mobile app via a widget.

As a lender, you control:

• Whether address verification is required on your platform at all
• Which address types customers must verify (home, work, school, or custom)
• Which loan products require a verified address before a customer can apply
• How your team reviews verification outcomes and overrides them where necessary

Configure Address Verification on your organisation

The first configuration step is done at the organisation level. This is where you provide define which address types are active on your platform.

How to access the setting

1. Log in to the Lendsqr admin console.
2. Use the global search bar at the top of the page and search for “Address Verification”. Click the result to navigate to the settings page. Alternatively, navigate via Preferences > System Configurations > System Settings > Settings in the top navigation pane.
3. The settings page will load and you can simply search or scroll down until you find Address Verification.

What to fill in

The form accepts a structured configuration with the following fields:

Configuration structure reference

Your configuration follows this structure:

{
  "required": false,
  "provider": "dojah",
  "parameters": {
    "provider_config": {
      "dojah": {
        "app_id": "615238e***********e60",
        "public_key": "prod_pk_r***************Gz",
        "secret_key": "prod_sk_u0wQsG************Fl"
      }
    },
    "addresses": {
      "home": { "required": false, "widget_id": "69ae42*******596f" },
      "work": { "required": false, "widget_id": "69fb2dcb*******6c47" },
      "custom": { "required": false, "widget_id": "69fb2dcb9*******6c47" },
      "school": { "required": false, "widget_id": "69fb2dcb94******86c47" }
    }
  }

{
  "required": false,
  "provider": "dojah",
  "parameters": {
    "provider_config": {
      "dojah": {
        "app_id": "615238e***********e60",
        "public_key": "prod_pk_r***************Gz",
        "secret_key": "prod_sk_u0wQsG************Fl"
      }
    },
    "addresses": {
      "home": { "required": false, "widget_id": "69ae42*******596f" },
      "work": { "required": false, "widget_id": "69fb2dcb*******6c47" },
      "custom": { "required": false, "widget_id": "69fb2dcb9*******6c47" },
      "school": { "required": false, "widget_id": "69fb2dcb94******86c47" }
    }
  }

Tip:  You only need to populate widget_id for address types you plan to use. Address types with required: false will still appear as optional verification steps for customers, but will not block loan applications.

Saving your configuration

• Review all fields for accuracy, especially your app_id and public_key.
• Click Save. The system will validate the structure of your configuration before saving.
• If the structure is invalid or a required field is missing, an inline error message will appear. Nothing will be saved until errors are resolved.
• On successful save, a confirmation message will appear. Your configuration is now active.
• Return to the settings page at any time to review your configuration. Your credentials will be pre-populated.

Require Address Verification on a loan product

Once org-level configuration is in place, you can enable address verification as a requirement on individual loan products. This means customers must have their address verified before they can apply for that product.

How to enable it

1. Navigate to the loan product settings page for the product you want to configure.
2. Locate the Address Verification setting within the product settings.
3. Click on the More options icon and select edit
4. Check the box beside the setting Require Address Verification to turn on address verification.
5. Save the product settings. A success confirmation will appear.

Dependency:  The Require Address Verification toggle on a loan product can only be enabled if address verification has been configured and enabled at the organisation level.

What this means for customers

When a customer attempts to apply for a loan product that requires address verification:

• The system checks whether all required address types (as defined in your org config) have been verified for that customer.
• If all required types are verified, the application proceeds normally.
• If any required type is unverified or missing, the application is paused. The customer is shown their address section with the specific unverified type(s) highlighted and a message directing them to verify before continuing.
• Once verification is complete, the customer can proceed with their application.

How the verification process works for customers

Understanding the customer journey will help your team support customers and interpret verification outcomes correctly.

Where customers verify their address

Customers can verify their address from two places:

• Settings / Profile: Customers can initiate verification at any time, independent of a loan application.
• Loan application flow: If their address is not yet verified when they attempt to apply for a loan product that requires it, the system will direct them to verify before continuing.

The verification widget

When a customer clicks Verify on an address card, the widget opens as an overlay on the app. The widget is loaded using your organisation’s credentials (app_id and public_key) and the widget_id configured for that specific address type.

Depending on how your widget is configured, the customer may be asked to:

• Enter or confirm their address details
• Allow the app to access their device location
• Upload a utility bill or proof-of-address document
• Take photos as required by your widget configuration

After completing the steps, the customer submits. The widget closes and their address card updates to Pending status while the system awaits confirmation.

Verification status flow

Reviewing and overriding verification status

Your admin team can view the address verification status for any customer and, where necessary, manually override the system’s decision.

Viewing verification status

To view a customer’s address verification status:

1. Navigate to the customer’s details page or open a specific loan request.
2. Locate the Address Verification section. It lists each configured address type with the following details:

• Current status badge
• Provider reference ID
• Verification timestamp
• Images and data returned by Dojah (utility bill, proof-of-address photos, GPS coordinates) where available

3. An Override button is available next to each address type for authorised admin users.

Overriding a verification status

An override allows your team to manually set a customer’s address status to Verified or Rejected, for example when documents were reviewed outside of the automated process.

4. Click the Override button on the relevant address type.
5. A modal will appear. Select the new status: Verified or Rejected.
6. Enter a mandatory comment explaining the reason for the override. The confirm button will remain disabled until a comment is provided.
7. Click Confirm. The status updates immediately in the UI.
8. The override is recorded in the audit log with the admin’s identity, the previous status, the new status, the comment, and the timestamp.

Important:  Overriding an address to Verified will trigger the system’s downstream eligibility checks, including tier upgrade evaluation. Ensure the override is accurate and well-documented, as the audit trail is permanent.

Override history

Every override is logged and visible in the override history for that address type on the customer details page. Your team can see who overrode, when, and what comment was left.

Frequently Asked Questions

Can I enable address verification on some loan products but not others?

Yes. The org-level configuration acts as a master switch that enables the feature on your platform. Individual loan products each have their own Require Address Verification check, which you can set independently per product.

What happens if a customer closes the verification widget without completing it?

The system records this as pending and abandoned. You can override this status to rejected directly from the admin console on the customer details page.

A customer’s address has been Pending for a long time. What should we do?

If a customer’s address remains Pending for longer than expected, check the response from the porvider to confirm the verification was received and the reason for the delayed verification. If there is a confirmed issue, your admin team can apply a manual override with a documented reason.

Can a customer verify more than one address type?

Yes. Customers can have multiple addresses verified simultaneously. Each address type (home, work, school, custom) has its own verification status and its own Verify button on the profile page. They are independent of each other.

What is the difference between required: true and required: false on an address type?

required: true means that address type must be verified before a customer can apply for loan products that have Require Address Verification enabled. required: false means the address type is available for optional verification on the customer’s profile, but it will not block a loan application.

Will customers be charged for address verification?

If your organisation is using Lendsqr’s provider API keys rather than your own, a charge event is recorded each time a customer completes a widget submission. If you are using your own credentials, billing is handled directly between your organisation and the provider.

Can I update my provider credentials after the initial setup?

Yes. Navigate back to the Address Verification settings page, update the relevant fields, and save. The system will validate and re-encrypt your credentials. Note that changes take effect immediately, so coordinate with your team before rotating credentials in a live environment.

How do I know if a customer’s address was verified via the automated process or via a manual override?

The override history on the customer details page clearly distinguishes between automated verification (with the provider reference ID and timestamp) and manual overrides (with the admin’s identity, timestamp, and the comment they entered). Both are also captured in the audit log.