Sending an identity check: FAQs

Use this article if you send identity checks to your clients and need help getting access, sending a request, finding it again or getting your results. If you've received an identity check request, see Completing an identity check: FAQs instead.

Getting Access

I can see 'Identity Check' but can't send a check. Why?

Everyone can see 'Identity Check', but you can only send checks if:

you have a Mailock Pro licence
your company has been approved through our credentialling process
you've been enabled to access the identity check tab
you've set up 2FA on your account

If you don't have access yet, speak to your Mailock administrator.

Why do I need 2FA to send identity checks?

2FA adds an extra layer of security to accounts that handle your clients' identity information. It's also part of our credentialling requirements that everyone in your company who's been approved to access identity checks must have 2FA switched on. Find out how to turn on two-factor authentication (2FA).

Why do you need our users' email addresses?

Each request for a check must be traceable to an individual to meet our compliance requirements, so we’ll ask for the email addresses of any users who will be carrying out identity checks during credentialling. Each user needs a personal email address, so shared addresses, such as a team inbox, can’t be used.

Why can't I choose a particular check type?

Your company is approved for each check type separately, so you may be approved for ID checks but not KYC or AML. To ask about adding check types, speak to your Mailock administrator.

Sending an identity check

Which check should I choose?

Choose the check that meets your regulatory needs. Each type includes everything in the one before it:

Check type	What it includes
Identity check	Checks a government identity document, compares its photo with a live selfie and runs a liveness check
KYC (Know Your Client)	Everything in the identity check, plus address, date of birth, age, credit activity and mortality checks
AML (Anti-Money Laundering)	Everything in KYC, plus politically exposed person (PEP) and sanctions screening

Each type is charged separately from your Mailock subscription. See identity check pricing for current prices.

What do I need to send a request?

Have these ready:

your client's email address, for the request email
your client's mobile number, for the SMS code they'll need to start the check
confirmation that your client has a supported passport or driving licence
your own mobile number, for the code you'll need to open your results

Take extra care if your client has recently changed their email address or mobile number. A code sent to a new number only shows that someone has access to that number.

How do I send an identity check?

You can send an identity check from Mailock Web or the Mailock Outlook Add-in:

Click 'Identity Check'
Choose the check type
Enter your client's details
Enter your own number in 'Your mobile number', as your results code is sent here
Tick the box confirming the check is for a legitimate business purpose
Click 'Send identity check request'

Before you send it, tell your client to expect it. Explain why you're asking, what they'll need and how to contact you if they want to check the request is genuine.

For additional information, see Sending an identity check.

Why is 'Send identity check request' greyed out?

You need to tick the box confirming the check is for a legitimate business purpose before you can send it.

Finding a request you've sent

Where can I find a request I sent from the add-in?

The add-in sends the request from your own email address, so you'll find a copy in your Outlook sent folder.

Why can't I see my identity check request in the Sent Items Tracker?

The request email your client receives isn't a secure Mailock message, so it isn't tracked in the Sent Items Tracker. Instead, you'll find it in your own mailbox.

'Send yourself a copy (Recommended)' is ticked by default. If you send identity checks from Mailock Web, keep it ticked so you have a record of every request, which you can save to a folder in your mailbox.

You'll find the tick box under the message body on the 'Compose' page:

Find out more about why you can't see message content in the Sent Items Tracker.

Troubleshooting

My client hasn't received the request email

First check the email address you entered is correct. Then ask your client to:

check their spam or junk folder
ask their IT team whether the email has been held by their company's email security, if they're using a work email address
add the sender's email address as a safe sender: requests created in the Mailock Web app come from idchecks@beyondencryption.com, and requests from the add-in come from your own email address

My client's link has expired. What should I do?

The link lasts 7 days. Send a new identity check request.

My client hasn't received their code

They can click 'Resend code' on the 'Enter your SMS code' screen. If the mobile number is wrong, they'll see a message asking them to contact you, and you'll need to send a new request with the correct number.

Can my client complete the check on a computer?

They can open the request on a computer, but they'll be asked to scan a QR code and finish on their smartphone, as the check uses the phone's camera.

I've received an email saying an identity check has expired

This means your client has not started the check within 7 days. A new check will need to be sent.

My client's document isn't being accepted

The check supports a passport or driving licence. If your client has a different document, or a document from a country that isn't supported, they won't be able to complete the check. Follow your firm's process for checking their identity another way.

My client is stuck part way through

Collect as much information as possible, such as details of the issue, where they are in the process, and any messages shown and get in touch.

Avoid resending the same request if the reason your client can't finish hasn't changed. Each check is charged, so fix the cause first.

Can someone complete the check on my client's behalf?

No. The person you need to check must complete it themselves, as the check compares their live selfie with their own document. If someone is helping your client, be clear about who needs to take part. Checking a representative's identity doesn't confirm they have authority to act for your client.

Results

Where do I find the results?

Once the check has been processed, your results are sent to you by secure email. You'll need the SMS code sent to your mobile to open them. The report includes:

an overall summary
the result of each individual check
the reasons or evidence available for review
copies of the identity documents

The report contains personal information, so store it with the right client record and only share it with people who need it.

I haven't received my results code

The code is sent to the number you entered in 'Your mobile number' on the 'New identity check' form. We don't store your mobile number in your account, so make sure it's correct each time you send a request. If you entered the wrong number, contact us.

How long can I access my results?

Results messages expire after 30 days. Download and securely save the report before then.

What does 'checks flagged for review' mean?

One or more checks need your attention. Review the full report carefully before relying on the result. The report shows the reasons or evidence available for each flagged check, and your firm decides what to do next. Mailock doesn't approve or reject a client on your behalf.

Does a completed identity check confirm my client's instruction?

No. An identity check gives evidence about who the person is. It doesn't confirm they're authorised to give a particular instruction, or that they own a bank account.

Can I check a company?

No. Identity checks are for individuals. They don't check a company or identify its beneficial owners.

Still need help?