Quest - Photo ID Address Validation

Consumers need to provide a valid address for their household. To help ensure addresses are valid and reviewed correctly, please follow the rules on this presentation. 

Customers should enter their address as it is on their Photo ID or proof of
address document. 

Sales agents and customers also have the option to enter the address as it was standardized by Google search. 

Applicants can use their Photo ID or address verification document to verify their address.   

Important Note: This process applies to all Photo IDs including Puerto Rico

Acceptable Proof of Address Verification Documents

• Documents must include the Applicant's first and last name, complete address and the issuing entity.
• An unexpired driver’s license or federal, state, or Tribal identification card;
• Utility bill;
• Current income statement from an employer, paycheck stub, or W-2;
• Most recent state, federal, or Tribal tax return;
• Current mortgage or lease statement; or
• An official letter from a federal, state, or Tribal government/agency (including from an eligible Lifeline program.)

Acceptable documents must include the applicant’s full name, address, and be dated within the last 12 months from the date of the application or have a future expiration date.

Electronic copies of address verification documents and pictures on another electronic device are acceptable as proof of address.

A Utility Bill is a monthly statement of the amount a household or business owes for essential services or utilities. examples of utilities include electricity, water, garbage, oil, heating and gas. home phone services, home internet, cable tv or other services can also be used as utilities.

Reasons to reject include, but are not limited to:

• Incorrect street or city spelling.
• Missing an apartment number if it is listed on the Photo ID or supplemental document.
• Incorrect street number or apartment.
• Other mismatch of address information.

Acceptable Address Exceptions - Apartments

● Apartment/unit/suite/floor can be in line 1 or line 2 of the address. 

● The street numbers must also always match.

● The type of apartment/unit/suite/floor does not need to match. It can be any type of unit or not include a unit type.

Additional Approved Exceptions - Apartments/Apartment with Building Number/ House Number with Hyphen

● Make an exception if the address on the ID is " 43 J Crawford Village, McKeesport, PA 15132 " and it appears as " 43 Crawford Village Apt. J, McKeesport, PA 15132 " on the application.

Important note: It must still be checked on Google to confirm if it is valid (Sample EID: 7742006)

The apartment number alone is enough to approve the application, even if the building number is missing. Applicants may remove details such as the building number and hyphen, but they cannot add one if it is not on the address proof.

• Building number is present, but Apartment number is missing: Rejected
• Apartment number is present, but Building number is missing: Accepted
• If both details are provided, the application is Approved.
• If both details are missing, the application is Approved. (Since we can now exclude the apartment, unit, suite, floor, or building number in the application, even if it is shown on the address proof)

• If the ID has a hyphen, but the application does not:  Approved
• If the application has a hyphen, but the ID does not:  Rejected

Acceptable Address Exceptions - Capitalization, Directions, Cities, Zip Codes

● Cities and streets can also miss a part of the name if it is part of a larger name and it is all reasonably matching. 

● In some cases neighborhoods can be listed as the city and a zip code may have a different city. 

● A zip code does not need to match if all other information matches and it is verified by a Google address lookup.

● The zip code and city mismatch, Google address lookup should validate only the address provided in the application, not the address shown on the photo ID. 

✅ Valid Matches

Rule: Full address matches including unit number.

Rule: Application excludes unit even though it’s on proof.

● Application: 456 Elm St, Pasadena, CA 91101

Rule: Proof has no unit, and application also has no unit.

❌ Invalid Matches

Rule: Application adds a unit that is NOT on the proof.

❌ Invalid – Unit added in application but not shown on proof.

Rule: Unit number does not match proof exactly.

● Application: 654 Maple Rd Floor 2, Long Beach, CA 90802 

❌ Invalid – Unit number/letter must match exactly in the same order.

✅ Valid and ❌ Invalid Address Matching Examples (City/Zip Flexibility)

Address Unit Type/Designators (Does not need to match)

Agents with address mismatches will need to standardize by entering the address and searching in Google. If a BackOffice review agent sees a mismatch between the address on the application and the address on the address document, they can use Google to verify if it has been standardized.

When checking an address in Google, if the picture clearly shows a business, Reject as Address Missing/Mismatch and note - Address Invalid, not a residential address.