During regression testing of recent changes made to the DSAR customer‑facing form in the ServiceNow Test environment, we identified an issue where the Experian identity check consistently fails when the user clicks “Verify My Identity”.
Observed behaviour:
The Experian check fails every time, even with valid personal details.
Feedback from Experian:
Experian confirmed the failure occurs because no house number or house name is being passed, meaning they cannot successfully match the address.
Suspected cause:
- In the current live form, address details include separate fields for House Number and House Name.
- In the updated DSAR form, these fields have been replaced with Address Line 1, Address Line 2, etc.
- As a result, the house name / number is no longer being mapped or sent to Experian during the identity check.
Impact:
The Experian identity verification cannot complete successfully, blocking DSAR form submission.
What help is being requested
- Confirmation that the address field change is the root cause of the Experian failure.
- Advice or recommendations on possible solutions, such as:
- Mapping house number/name from Address Line fields before sending the payload.
- Introducing a derived or mandatory house number/name field for Experian only.
- Adjusting the Experian integration to accept Address Line 1 data.
