Back Office Supporting Document Verification

Beginning May 11, 2023, the BackOffice Real-Time Review team will review supplemental documents for address or name verification, if necessary*.

If the Name and address on the Photo ID match the information on the application, a supplemental document will not be needed. Applicants can also continue to submit their supplemental documents with their photo ID. 

Agents should continue to use the Photo ID to verify the applicant’s address. Match the address to the address on the order. Use the Home Address listed in the Applicant information section.

If the address does not match the Photo ID, check the Supplemental Document to verify if the address matches what was entered on the order. Applicants can submit a supplemental document for address verification if the address does not match. Check the Photo ID section and the supplemental document section before rejecting due to address verification.

Important Notes:

• Reject the Photo ID if it does not match the address entered and the Supplemental Document does not match the address.
• Reject the Photo ID if it does not match the address entered and there is no Supplemental Document that matches the address.
• Reject the Photo ID if the Photo ID is invalid. Even if the Supplemental Document is valid as an ID and address proof.
• Approve the Photo ID if it is valid for a Photo ID and the address matches. Even if the Supplemental Document is valid. 

In all cases, the Photo ID must be valid and the Supplemental Document can only be used as a supplemental proof.  

If the applicant’s Photo ID does not include an address or the address does not match the applicant’s home address, they may submit a supplemental document in the Photo ID section or supplemental document section. Acceptable Address Verification documents are below. (See: Acceptable Supplemental Documents)

• Federal, State, or Tribal Identification Card
• Utility Bill
• Income Statement or W-2
• State, Federal, or Tribal Tax Return
• Mortgage or Lease Statement
• Official Letter from a Federal, State, or Tribal Government/Agency
• Program Benefits Letter
• Driver's License (Printed or Temporary is acceptable)

If the applicant’s Photo ID does not match the applicant’s name, they may submit a supplemental document in the Photo ID section or supplemental document section. Acceptable Name Verification documents are below. (See: Acceptable Proof of Name Verification Documents)

Documents must include the Applicant's correct first or last name and the issuing entity. It also must match 2 of the categories below.

• Date of birth
• Last 4 of the social security number
• Matching address

Acceptable Proof of Name Verification Documents

• An unexpired driver’s license or federal, state, or Tribal identification card;
• Current income statement from an employer, paycheck stub, or W-2;
• Most recent state, federal, or Tribal tax return;
• Social Security Card; or
• Program Benefits Letter/Card
• Official Letter from a Federal, State, or Tribal Government/Agency
• Printed Drivers License/PVC Drivers License
  

• Address Missing/Mismatch
• Applicant Picture Does Not Match the Photo ID
• Blurry/Illegible/Unclear
• Damaged/Worn/Torn Proof
• Digital Manipulation
• Expired Proof
• Missing Back of Card
• Missing Personal Information/PII Covered
• Missing Signature Page
• Name Misspelled/Mismatch
• No Picture on Photo ID
• Not A Valid Proof Type
• Partial Proof

Select the document type that best describes the supplemental document. 

The following Documents will be available for classification of the Supplemental Document*:

• Printed Drivers License/ PVC Driver’s License
• Federal, State, or Tribal Identification Card
• Utility Bill
• Income Statement or W-2
• State, Federal, or Tribal Tax Return
• Mortgage or Lease Statement
• Official Letter from a Federal, State, or Tribal Government/Agency
• Program Benefits Letter
• SSN Card

*Some can be used for Address verification only, Name Verification only or both 

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. 

Acceptable documents must include the applicant’s full name, and 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. 

Name change documents must be Pictures of Original Documents