Resubmitting an Identity Check

Resubmitting an Identity Check

If an individual has submitted an Identity Document or Liveness which has failed, you are able to resubmit the check to the individual so they are asked to upload a new ID Document & Liveness. If your journey also includes Supporting Documents, such as our Safe Harbour - Vendor journey, these can also be requested. 

Please note you are only able to resubmit the Identity Check and Supporting Documents, if you would like to re-run a data check such as Address & Mortality or PEPs & Sanctions, you can follow the steps here. 

To resubmit a check, please follow the steps below:

1. Go into the individual's profile

2. Click into the process tab within the individuals profile, and select the process you want them to resubmit their documents for

3. Once you are in the process, click the 'Resubmit Identity check' button in the top right hand corner

4. A wizard will open where you will be able to select the type of 'retry' required. Depending on your journey you will be given the choice to resubmit:

• All documents (Identity Check & Supporting Documents) - this option is only available if you have Supporting Documents as part of the journey.
• Biometric documents (Identity Check)
• Supporting documents - this option is only available if you have Supporting Documents as part of the journey.

There is also the option of entering different contact details to the original invite, if required.

6. The final screen will provide an overview of the invite about to be sent and will give you another opportunity to alter the contact details if required by selecting the pencil icon to the right of 'Applicant contact details'.

When you are ready, click 'Send my invite' to initiate the request. An invitation will then be sent to the individual to resubmit their documents. 

Alternatively you can also:

1. From the 'Portal', select the 'Processes' tab.

2. A list of processes will be made available. Select the process you wish to issue the Identity retry for by selecting the arrow to the right of of the process.

3. Now click on the 'Resubmit identity check' button located at the top right of the screen.

4. A wizard will open where you will be able to select the type of 'retry' required. 

For example, if a journey includes both an Identity check and Supporting documents, by selecting the 'Biometric documents' dropdown (shown below), you can separate the 'retry'.

There is also the option of entering different contact details to the original invite, if required.

5. Once all selections have been made, click on 'Select customers' to continue.

6. The final screen will provide an overview of the invite about to be sent and will give you another opportunity to alter the contact details if required by selecting the pencil icon to the right of 'Applicant contact details'.

When you are ready, click 'Send my invite' to initiate the request.

Got any questions?

If you have any questions please reach out to the Credas support team by logging a support ticket using the 'Submit a Ticket' button at the top of the knowledge base.

We are committed to continually improving our support resources for you. We would greatly appreciate your feedback below to help us enhance your experience.