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My client didn't receive their verification link - what do I check?

Most missing links are a contact-detail or delivery-channel issue - work through these checks in order.

Most "missing" links are a contact-detail or delivery-channel issue - check these in order.

  1. Check both channels. The original request goes to each channel you entered - ask the client to check email (including spam) as well as SMS.
  2. Confirm the contact details on the record. If wrong, fix and resend with Update on the Identity tab - Resend delivers by SMS only; Update can resend to email.
  3. Try the other channel -  if you only sent via SMS, use the Update VOI button and enter their email address.
  4. Resend or Update the link - Resend a KYC/VOI link to a client
  5. Overseas clients: international mobiles are supported - enter the number with the country code. For clients in China, SMS hyperlinks are blocked - see this article.
  6. Link-wary clients: easyAML provides a customer brochure explaining the KYC process, and the invite can carry your firm's branding - see rebranding SMS messages.