When you start an electronic Know Your Customer (eKYC) identity verification in EngageAML, the system sends a verification link by SMS to the recipient's mobile number. If the recipient has a non-Australian mobile number — for example a number in Vietnam or the Philippines — the SMS may not be delivered. This article explains two ways to complete identity verification when SMS delivery doesn't work for an international number.
Before you begin
You need an available eKYC verification credit for the client or staff member you're verifying, unless you're using manual sighting, which doesn't use a credit.
You need a way to contact the recipient directly, such as their email address, if you're using the copy and send option.
Option 1: copy and send the verification link
If the SMS hasn't arrived, you can copy the verification link from the identity record and send it to the recipient directly instead of waiting for the SMS.
Start the eKYC verification in EngageAML as normal and confirm the credit charge.
Wait for the verification link to be generated. The link then displays on the identity record.
Copy the verification URL from the identity record.
Send the link to the recipient by email or another messaging method.
Ask the recipient to open the link and complete verification on their own device. The verification process is identical to the SMS path.
Option 2: use manual sighting
If the recipient is available in person or on a supervised video call, you can use manual sighting instead of eKYC verification.
On the identity verification step, select Switch to manual sighting.
Record the sighting date and the type of identity document sighted.
Confirm the manual sighting. This option doesn't use an eKYC verification credit.