Verification links are sent by text message to a mobile number. International numbers sometimes do not receive the verification text even when ordinary messages get through. If your client doesn't have an Australian mobile, or the text isn't arriving, send the same link by email instead:
Additionally, SMS delivery issues may also arise due to carrier restrictions or local regulations in certain regions, such as mainland China, where strict internet controls can impact message delivery.
Enter your own mobile number on the client record so the verification link comes to you.
Copy the link out of the text message.
Email the link to your client.
Ask them to open it in a web browser on a laptop. They will be shown a QR code to scan with their phone, which opens the verification on the phone's camera.
This keeps the check a genuine remote biometric verification — you are only changing how the link reaches them.
For clients in regions with strict internet controls, such as mainland China, consider advising them to use a VPN. This can help bypass local restrictions, ensuring the verification page loads correctly and the camera step functions smoothly.
This article provides general guidance only and is not legal advice.
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