Client Verification FAQs

General

Why do you need to verify my identity?

Verifying your identity is a mandatory legal requirement that helps keep our community safe. It ensures we meet national standards designed to stop identity theft and prevent criminals from exploiting businesses for illegal activities. 

What is a VOI/KYC check?

Verification of Identity (VOI), or KYC (Know Your Customer), is the process of using ID documents and biometric information to confirm your identity. This process is required by legislation governing your conveyancer, real estate agent, or financial institution. Its purpose is to ensure that a person exists, screen them against potential watchlists, and affirm they are who they claim to be.

Why can’t I just send you my identity documents via text or email? Please do not send your details via text or email as it is not a secure method of communication. Doing so, compromises the security of your personal information and puts you at risk of identity theft. easyAML provides a secure and encrypted platform that allows you to safely share your personal information.

How is my information stored? All information is securely stored on cloud-based data centres located strictly within Australia. easyAML is ISO 27001 certified, which is the globally recognised gold standard for information security. Your data remains encrypted and is retained only for the duration required by law, after which it is permanently deleted.

Who actually sees my data? Your data is encrypted and visible only to the professional organisation that requested the check (e.g. your lawyer, accountant, conveyancer or real estate agent) and the authorised verification staff. With approval, your ID data may be securely shared between acting parties such as the Real Estate agent and Conveyancer to avoid you redoing further checks. 

Getting Started

I deleted your message as I thought it was spam. Can I retrieve this? Yes, certainly! To have your link resent, please contact the organisation that requested the check, or reach out to the easyAML support line. We also recommend checking your email inbox and SMS history, as you may have already received an automatic reminder.

I don’t have time to complete this right now. Will it expire if not completed soon? To avoid delays, it’s always preferred to complete your ID check promptly to ensure your settlement or transaction proceeds smoothly. If you don’t have time right now, you will have 28 days to complete before the link expires.

Can I do this on my computer, or do I need a phone?  For your ID to be checked, you will need to take a live photo (not a pre-saved image) using your phone or tablet device. Phones have better cameras and can easily switch between taking a photo of your ID and taking a selfie for the liveness check. Some documents such as a utility bill for proof of address can be uploaded separately where required. 

Can I help someone else (e.g. an elderly parent) complete this? You can assist them with the technology, but they must be physically present to perform the "liveness" selfie check themselves. You cannot do the facial recognition part on their behalf.

Document Selection

I don’t have all the required documents. What should I do? If you do not have sufficient documentation to complete the process, please contact the organisation who requested your ID, to discuss your options for an alternative method of ID verification. 

Some of my documents are not from Australia. Does this matter?  easyAML accepts thousands of different identity documents from Australia and overseas, in line with KYC verification regulations. 

I have dual citizenship. Which passport should I use? If you have an Australian passport (even if expired within the last 2 years), please use that. It is generally easier to verify against Australian government records. If you do not have an Australian passport, use your foreign passport.

My ID document has expired. Can I still use it? You can use an expired passport within 2 years of its expiry date. Driver’s licences and Medicare cards cannot be used if expired. 

I have multiple driver’s licences as I lost one and then recovered it. Always use your most current documents in order to pass the ID check. 

Some of my documents have different names. Does this matter? If your name varies between some of your documents, such as a maiden name, be sure to include evidence of this such as your marriage certificate or official name change document. Not providing proof of your name change may cause delays.

My name on my ID is slightly different from the request (e.g. shortened or Middle Name) The system is sensitive to name matching. If your invite was sent to "Emily Amos" but your ID says "Emily Jane Amos," it may flag a mismatch. Please ensure you enter your details exactly as they appear on your ID document when prompted, including all middle names.

Can I use a copy of my birth extract? No, birth extracts are not accepted as forms of identification. If you do not have your birth certificate, please use another form of ID or contact your state’s births, deaths and marriages registry for a copy to be reissued. Alternatively, please contact your agent to discuss further options. 

Can I upload my ceremonial marriage certificate? No, Commemorative certificates are keepsakes and not official documents that are registered or regulated, therefore cannot be used to help prove your identity.

Can I use my digital driver licence? Due to current laws, only NSW digital licences are currently supported. Other states will need to use their physical licence or select an alternative ID type. 

Verification Steps

I can’t get hold of my documents right now. Can I use a photocopy of my ID?
No. Photocopies will likely fail the verification check and you are required to provide original copies. Some exceptions may include digital versions from a government website. E.g. Medicare card through your myGov account, but may receive glare when capturing.
If you are unable to obtain your physical copy, please contact your requesting agent or professional to determine suitable options. 

I don’t know how to turn on my camera/location settings. What should I do?
Every device and operating system will differ This is usually found in your device Settings and you will need to ensure the correct permissions are given. For best performance, make sure the device’s operating software is up to date. Instructions for individual phone settings can be found in our Help Centre. 

My device doesn’t seem to work still? What should I do?
Please ensure your camera and location permissions are enabled and you are not opening the verification link in ‘private’ mode. The platform performs best on devices with up to date software. If for any reason it is still not working, please try using a different browser or device. You can also forward the verification link to a friend or family member's device to complete the check yourself.   No sensitive information is saved on the device.  For further assistance, call the easyAML support line. 

I’ve started, but need to finish this later. How do I save my progress? The process should only take 5 minutes. If you need to navigate out the page, the system should conveniently save any changes you have made.