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Completing an identity check: FAQs

Use this article if you've been asked to complete an identity check by secure email and need some help. You don't need a Mailock account or app to complete it.

If you're not sure a request is genuine, contact the person or company who sent it using a phone number or email address you already have. Don't use contact details from the request itself.

 Before you start

Why have I been sent an identity check?

A company you deal with has asked you to confirm your identity. This might be because you're becoming a new client, or because you've asked them to do something that needs extra checks, such as changing your bank details. If you're not sure why, ask the company who sent it to you.

What do I need?

You'll need:

  • access to the mobile phone number the firm has for you, to receive an SMS code
  • a phone with a camera
  • your passport, driving licence, identity card or residence permit

How do I complete an identity check?

There are three steps:

  1. Open the secure email and enter the code sent to your phone by SMS.
  2. Follow the instructions to photograph your identity documentation.
  3. Take a live selfie, so your face can be compared with the photo on your document.

Once you've finished, your results are sent securely to the company that asked for the check.

The link in your request lasts 7 days, so complete the check before then.

 Troubleshooting

I haven't received the email

Try the following:

  • check your spam or junk folder
  • if you're using a work email address, ask your IT team whether the email has been held by your company's email security
  • add notifications@beyondencryption.com as a safe sender
  • place your document on a flat, dark surface in good light
  • make sure the whole document is in the frame
  • avoid glare and shadows across the photo or text

If you still can't find it, ask the firm to check they have the right email address for you.

The link in my email ahs expired

The link in your identity check request lasts 7 days. If it's expired, contact the company that sent it and ask them to send you a new request.

I haven't received the SMS code

Check you have a mobile signal and that you’re using the phone with the number the company has for you. To get another code, click ‘Resend code’ on the ‘Enter your SMS code’ screen. You can request up to 3 codes. If you still haven’t received one after 3 codes, or you’ve changed your number, contact the company that sent the request. They’ll need to send you a new request. 

My document isn't being accepted

You can use a passport or driving licence. When you take the photo:

If you don't have a passport or driving licence, or your document still isn't accepted, contact the company, who sent the check, to discuss other options.

My selfie isn't working

Make sure your face is fully in the frame, you're in good light and nothing is covering your face. Follow any on-screen instructions, as the selfie step checks that a real person is present.

Can someone else complete the check for me?

No. You need to complete it yourself, as the check compares your live selfie with your own document. Someone can help you, but it must be your face and your document.

I can't use my phone to complete the check

Contact the company that sent the request. They can tell you what other options are available.

Who sees my information?

Your results and copies of your identity document are sent securely to the company that asked for the check. For details of how your information is used, ask the company their privacy information.

Still need help?

Contact the company that sent you the request. Let them know which step you reached and what you saw on screen.