If you are working with an end user or employee and encounter behavior that is unfamiliar to you, please feel free to reach out to Trusona Support. You'll want to make sure to have the following information for the quickest resolution:

1. Full Link of Transaction

As the Agent using the ATO Protect tool, simply copy the full URL in your address bar at the time the behavior is observed and include that in your email submission.

Note that Trusona does not have any PII related to the transaction and cannot provide context on why datapoints fail to match.

2. Screenshot of what the end-user or employee sees on their device.

Prompt the end user or employee going through the scanning process to take a screenshot of the screen on their device and include that with your email submission.

Please submit all requests to support@trusona.com.