The most commonly asked questions on BioVerify
Contents
-
At which point does my firm incur the charge for a BioVerify check I have sent?
-
Why do I not see the option to request a BioVerify check on a client?
-
Do I need to use a current passport or driver’s licence for a BioVerify check?
-
Can we use Bioverify for clients if we have not provided them with a Connectworks login?
Can you cancel a sent BioVerify request?
If the user has sent the invite link to an incorrect email address, there is no way to cancel the request that has been sent.
What should you do if you send an invitation to perform a BioVerify check to the wrong email address?
The user can send another email to the correct email address that contains the invitation link.
When you click on Resend, this will allow you to change the email address.
Can you send a reminder email for a BioVerify request?
A user can resend the already sent invitation to the same (or a different) email address as a reminder. (see above)
You can also change the time the client gets to complete the process (to make it more urgent).
Do invitation links expire?
Yes. The invitation containing the URL (to perform a self-biometric check) expires after 7 days. Once the invitation expires, you will need to request and pay for a new BioVerify check.
After the 7-day period, a Connectworks Firm Admin can remove the expired link from the individual by editing their profile > navigating to the Identity Information section > clicking on the 3 cogs next to the BioVerify request > remove.
At which point does my firm incur the charge for a BioVerify check I have sent?
Firms will be charged for a BioVerify check as soon as the link is opened by the client. Charges apply whether the check is completed or not and regardless of the result.
Why do I not see the option to request a BioVerify check on a client?
A firm can have driver's licence checks enabled, or driver's licence + passport checks enabled, but they can’t have passport-only checks enabled. You must have both of these services enabled in order to perform a BioVerify check as there is no option to restrict the ID document type that the user can choose from.
Do I need to use a current passport or driver’s licence for a BioVerify check?
Yes, a valid passport or driver’s licence is required for Bioverify checks.
Do I need to choose a password for a BioVerify check?
No, choosing a password is entirely optional. While requesting a BioVerify check, you will be given the option to select whether you want to receive the results as encrypted or decrypted. If you would like to keep the file decrypted, there is no need for managing a password.
If you would like the results to be encrypted (password protected), you will be responsible for creating and remembering the password. Connectworks will not store the password for you.
Is there a way to recover a lost password?
Unfortunately, there is no way to recover a lost password. You will need to submit/pay for a new BioVerify check.
How do I view which clients have outstanding checks?
A user can only see the status at an individual level by editing the profile of the person and navigating to the Identity information section.
How do I override a false positive PEP or Sanction result?
Users are able to override the result for a false positive PEP by editing the individual > identity information > clicking on the 3 cogs on the gallery card > select ‘details’ > “Override Result.” In the following dialogue box, you are able to record why the result has been overridden.
How can I access the PDF?
Users are able to access the BioVerify PDF results by editing the individual > identity information > select ‘details’ > clicking on the document listed under the ‘attachments’ section.
Can we use BioVerify for clients if we have not provided them with a Connectworks login?
Yes, BioVerify can be used for clients that do not have a login to Connectworks.