> For the complete documentation index, see [llms.txt](https://docs.payments.thalescloud.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.payments.thalescloud.io/classic-tokenization/use-cases/post-enrolment/token-verification/cardholder-verification.md).

# Cardholder verification

{% hint style="warning" %}
**This use case applies only to Visa.**
{% endhint %}

Cardholder verification lets a token requestor request proof that the end user is the cardholder.

This flow is used when the token requestor needs extra assurance before allowing a sensitive account change, such as updating an email address, account name, or billing address.

The token requestor sends the verification request through the TSP.

The issuer gateway translates this request into the existing **Get IDnV Method List** call with `purpose` = `CARDHOLDER_STEPUP`.

The following sequence diagrams show the end-to-end flow.

<figure><img src="/files/FhEOa700Vachy2KKSAjX" alt=""><figcaption></figcaption></figure>

If the issuer returns **approve with step-up authentication**, use the relevant section for the selected ID\&V method.

Once the flow is complete, the issuer gateway sends a **Notify Virtual Card Change** notification that indicates the `action` taken:

* `CARDHOLDER_STEPUP_OTP`
  * Indicates that verification succeeds through an OTP.
* `CARDHOLDER_STEPUP_ISSUER_APP`
  * Indicates that verification succeeds through the issuer application.
* `CARDHOLDER_STEPUP_CALL_CENTER`
  * Indicates that the verification succeds trhough a customer service.
* `CARDHOLDER_STEPUP_3DS`
  * Indicates that the verification succeds through a 3DS method.

## Verify with an OTP

The TSP generates the OTP.

The issuer gateway forwards it through **Send OTP**, as in the Tokenization flow.

Use `otpMethodId` to identify the selected method and prepare the right message and channel.

The TSP verifies the OTP and notifies the relevant parties when verification succeeds.

The sequence diagram below shows the flow.

<figure><img src="/files/U2Opkc0XjHHToW8JrQO0" alt=""><figcaption></figcaption></figure>

## Verify in the issuer application

In this flow, the issuer verifies the end user in the issuer application.

### Trigger from the token requestor application

This approach matches the Tokenization flow used for token activation.

The interaction is the same as the one described by [Integrate issuer application with wallet](/classic-tokenization/use-cases/card-enrolment/generic-enrollment-flow/step-5-activate-the-token/option-c-activate-in-the-issuer-application/integrate-issuer-application-with-wallet.md) with the difference that the TSP sends additional data that the issuer must parse to identify the cardholder verification context:

* `lifeCycleTraceID`
* `reasonCode` = `CARDHOLDER_STEPUP`

#### Report the verification result

Regardless of the trigger method, the issuer must report the result to the TSP through **Update Card State**.

Send these values:

* `virtualCardId` = `tokenReferenceID`

In case of **successful** verification:

* `action` = `CARDHOLDER_STEPUP_ISSUER_APP`

The sequence diagram below shows the full flow.

<figure><img src="/files/7sbhxSexhsr57eLN1xJx" alt=""><figcaption></figcaption></figure>

## Verify through other methods

Visa can support two additional ID\&V methods:

* Customer service.
  * `customer_service` method is discouraged as it adds friction to the user experience. While an action is performed on the merchant website, the end user is obliged to call the customer service for the verification. If not served immediately, the end user could abandon the action that was started.
* 3DS.
  * This method is supported through a configuration on VTS. This has to be agreed between the issuer directly with Visa.

While for 3DS there is no action from the issuer towards the issuer gateway backend, in case the issuer decides to use `customer_service` method and a verification has been successfully performed, then an **Update Card State** must be sent with the following parameters:

* `virtualCardId` = `tokenReferenceID`
* `action` = `CARDHOLDER_STEPUP_CALL_CENTER`

{% hint style="info" %}
**Unsuccessful result**.

Visa does not provide a specific interface to report an unsuccessful result.

If cardholder verification fails, Visa recommends suspending the token.

Note that suspending the token might lead the legitimate end user to contact customer service or cause the merchant to delete the token.
{% endhint %}


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