You can resend a verification link from the Clients tab at any time. Be aware of one important rule: as soon as a new link is sent, the previous link stops working. The client must complete the most recent link for the case to move forward.
How to resend a verification link
Option 1:
From the home page go to Clients
Click into the client you need to re-send to.
Go to Overview > Click the KYC + AML to send a standard ID verification link, or select the option you're wanting to complete
Check the verifications tab to see
The link is sent to the client's mobile number by text message if using either of the Remote checks, VOI + AML or KYC + AML. There is no link for In Person, ID Capture or ID check, as this assumes you are with the client.
Option 2:
From the Home page, select the Case (Listing/Matter)
Navigate to the 'Waiting on client' section, select 'Resend link'
This will automatically send the updated link to the user.
Sending a new link cancels the old one
This is the single most common cause of a case that appears stuck. If two links have been sent, only the newest one is live. If your client completed the first link after a second one was issued, that completion will not count and the case will stay on Waiting on Client.
For security and compliance reasons this cannot be overridden, and a link that has been sent cannot be deleted. The client needs to complete the most recent link.
So before you resend as a nudge, check whether the client is simply mid-way through the link they already have.
You usually don't need to resend at all
Workflow automatically sends the client a new verification link after 72 hours (3 days) if their check is still incomplete. This follow-up is a new link, so the same rule applies as a manual resend — once it's sent, the original link stops working, and the client needs to complete the new one. If the client has had the link for less than three days, there's no need to resend yourself — the automatic follow-up will take care of it.
Do verification links expire?
The customer link expires 7 days after it is initially opened. If they never open the link, it stays active until they access it.
The client says the text never arrived
Check the mobile number on the client record first. If the number is correct and the message still is not arriving, which is common for clients overseas, you can send the link by email instead. How to send a verification via email
The client completed the check but it still shows Waiting on Client
Work through these in order:
Check whether more than one link was sent. If so, the client must complete the most recent one.
On a joint listing, check whether every client has completed their own link — not just the one you were chasing.
If only one link was ever sent and the client has completed it, contact support with the client's name and the listing so we can check the record.
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