> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ownid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support-Initiated Verification

> Let your support team trigger identity document verification on behalf of a user.

A support-initiated flow is useful when your team determines that a user needs additional proof before account access can be restored.

```mermaid theme={null}
sequenceDiagram
    autonumber
    actor User
    participant OwnID as OwnID
    participant Backend as Your backend
    actor Support as Support team

    Support->>Backend: Open account recovery case
    Backend->>Backend: Create signed authorization token
    Backend->>OwnID: Start identity document challenge
    OwnID-->>Backend: challengeId and challengeUrl
    Backend-->>User: Send challengeUrl to verified email
    User->>OwnID: Completes hosted document verification
    OwnID->>Backend: POST /verifyIdDoc
    Backend-->>OwnID: allow, deny, or review
    OwnID-->>User: Completed
    Support->>Backend: Poll challenge status
    Backend-->>Support: Decision
    Support->>User: Restore access
```

The flow is:

1. Your support team opens an account-recovery case in your internal tooling.
2. Your backend creates a short-lived, signed authorization token that identifies the user, the support case, and the permitted action.
3. Your backend calls OwnID to start a support-led identity document challenge.
4. OwnID returns a `challengeId` and `challengeUrl`.
5. Your backend or support team sends the `challengeUrl` to the user's verified email address.
6. Your support tooling polls the challenge status on demand and restores access only after the challenge is allowed.

#### Create a Signed Authorization Token

Create the token on your backend only. Include a short expiration time and a unique `jti` so the token can be audited and revoked if needed.

TBD

#### Start the Challenge and Send the Redirect URL

TBD

#### Poll Challenge Status on Demand

Poll only when the support agent opens or refreshes the case. Avoid background polling loops that create unnecessary traffic.

TBD