My client couldn't be verified electronically - what does it mean and what next?
What a failed electronic verification means, the common causes, and the practical next steps in easyAML.
An electronic verification failure (e.g. "unable to be verified through electronic means" or a persistent "Identity not matched yet") means the details captured could not be matched against the government Document Verification Service (DVS) and other reliable sources. It does not necessarily mean anything is wrong with your client - and it does not stop you completing CDD.
Common causes
- Detail mismatches - the entered name or date of birth differs from the document (middle names, hyphenation, transliteration, maiden vs married name), or the wrong number was captured (e.g. licence number vs card number).
- A document type DVS can't verify - photo cards, proof-of-age and Veteran's cards can be submitted but aren't DVS-verifiable, certain birth certificates can't be verified digitally, and foreign passports need an Australian visa.
- Stale registry records - recently renewed, replaced or reissued documents can take time to update in source registries.
- Capture problems on the client's device - blurry images, cropped documents, camera or location access issues.
What to do next
- Check the entered details match the document exactly, and re-run with corrections if needed.
- Try an alternative document - see What ID documents do I need? for what's accepted.
- Help the client through capture issues - send them the general troubleshooting steps and camera/location settings guide.
- Review any name-variance gate - slight name differences deliberately surface for Compliance Officer judgement rather than auto-passing; see Why is the platform showing "Needs Review" or "Force Match Required"?.
- Fall back to a manual VOI where the digital flow genuinely can't work - sight the original documents in person, upload a scan via the manual VOI path, and easyAML still runs PEP, sanctions and adverse-media screening automatically with an identical audit trail. See Is a manual KYC permitted? and Customers without standard ID.
Still stuck? Call easyAML support on 1300 425 495.
Download the step-by-step manual: Reviewing a KYC Record, Step by Step - KYC-09 (PDF).