The ID check failed and they are at the car
What to do when a renter cannot get through the identity check while they are standing on your forecourt.
The renter has opened their link, filled in their details, and the identity check has come back as not completed. They are at the car. This is ordinary, it is usually the photo rather than the person, and there is no limit on trying again.
What they see, and what to tell them
Their link shows a red panel reading "That check could not be completed", with a button to try again. Almost every failure is a capture problem: glare on the plastic, a corner cut off, a photo taken at an angle. Ask them to lay the document flat in good light with all four corners in the frame, and go again.
Nobody can tell you why it failed. The provider does not say, and KeyProof never receives the document or the selfie, only the result. So assume a capture problem first, because that is what it nearly always is.
There is no attempt limit and no lockout. They can try as many times as they need. If they go very fast they may be asked to wait a few minutes, and that clears by itself.
The quickest way out
If they have hired from you before and their previous check is still inside your reuse window, the link offers "Use my previous check". That is the fastest resolution, and the record carries the original check's date rather than today's, so it reads honestly.
Nothing else has happened, and that is on purpose
While the identity check is unresolved, the rest of the check-in is not offered. The renter has not been charged the verification fee, no deposit hold has been placed, and the booking stays where it was. A failed check costs them nothing.
If you decide to hand the car over anyway
That is your call and KeyProof will not stop you. Be clear about what you are choosing: on that hire there is no verified identity, no deposit hold and no fee, so the three things this product is here to give you are all absent. The record will say so plainly, because a hire with a gap in it must never read like one without.