Case Study: Gusto makes account recovery 90% faster with Prove
Key results
The challenge
Gusto's account recovery required a photo ID and took roughly 150 seconds to complete, creating a drop-off point and driving a large volume of support cases. Self-service conversion was declining, and resolution often took hours to more than a day.
The solution
Gusto replaced the photo-ID requirement with Prove's identity verification, using persistent trust signals for a seconds-long verification, and added Prove's TrustScore as a real-time risk filter to reduce false positives while maintaining fraud protection.
“With Prove, we replaced a slow, high-friction photo ID process with a seamless experience that made account recovery 10x faster while reducing support cases and strengthening security.”
SSSenthil SivasubramanianEngineering Leader, Product Security, Gusto
The results, in context
Account recovery became 90% faster, dropping from 150 seconds to 15 seconds, and successful self-service log-ins rose 45%. Account recovery-related support cases fell 70%, and Prove-verified sessions recorded zero account takeovers.