When you start an electronic Know Your Customer (eKYC) identity verification in EngageAML, the system sends the recipient a verification link with a limited time to complete it. If the client doesn't open the link and finish verification within that time, the link expires. There is currently no way to directly resend or reset an expired verification link in EngageAML. This article explains the two available workarounds when a client's link has timed out.
The client has 72 hours from when the verification link is generated to complete verification. Let your client know about this 72-hour window so they complete verification before the link expires.
Before you begin
You need an available eKYC verification credit for the client or staff member you're verifying if you're starting a new engagement, unless you're using manual sighting, which doesn't use a credit.
What happens when a link expires
A verification link times out 72 hours after it's generated. Once that 72-hour period has passed, EngageAML's reconciliation process automatically marks the pending verification as timed out and refunds the eKYC verification credit that was charged for it. You don't need to do anything to trigger this — it happens on its own once the 72 hours are up. Once the link reaches this timed-out state, the manual sighting option becomes available again on the client's identity record.
Option 1: wait 72 hours, then use manual sighting
If the client can wait out the remainder of the 72-hour timeout period, you can complete verification using manual sighting once the link has expired.
To complete verification using manual sighting:
Confirm the eKYC verification credit has been refunded to your account, which confirms the link has timed out.
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.
Option 2: start a new engagement
If the client can't wait 72 hours for the expired link to time out, starting a new engagement for that client is currently the only immediate workaround.
To start a new engagement:
Create a new engagement for the client in EngageAML.
Start the eKYC verification within the new engagement as normal and confirm the credit charge.
Send the new verification link to the recipient and ask them to complete verification within 72 hours, before it expires.