Reapit Verify Frequently Asked Questions
Answers to common questions about verification requests, customer experience and compliance in Reapit Verify.
Overview
This article answers the questions offices most often ask when rolling out Reapit Verify. For process guides, see the related articles.
Does using Reapit Verify make my agency AML/CTF compliant?
Verify handles identity verification, risk assessment and record keeping — the operational core of your obligations — but compliance also requires an AML/CTF program, staff training and AUSTRAC enrolment. Verify is a tool within your program, not a substitute for one.
What does the customer actually do?
They receive an SMS or email link, open it on their phone, photograph their ID document, and take a short selfie for the liveness check. No app install or account is needed. Most customers finish in under five minutes.
What if a customer doesn't have a smartphone?
Use Manual verification on the case. You sight the original documents in person, record the details and certify what you sighted. The case stores the manual verification with your name and timestamp, alongside digital cases.
A customer says the link doesn't work. What should I check?
First check the case status — if it shows Expired, resend the request (links last 7 days). Otherwise confirm the mobile number on the case, and ask the customer to open the link in their phone's default browser rather than inside an email app's preview window.
Which ID documents are accepted?
Australian passports, Australian driver licences and photo cards, and foreign passports are supported in the digital flow. Where a customer's documents fall outside these, use manual verification following your AML/CTF program's document requirements.
Why was a case flagged when the customer is clearly legitimate?
Flags are triggered by check results, not suspicion — a blurry photo, glare on the document, or a name that differs from your CRM record (a maiden name, for example) are the usual causes. A flag means a human decides; review the evidence and approve with a note, or send a fresh link.
How long are records kept, and can I export them?
Verification records are retained for the statutory period (seven years after the end of the customer relationship) and remain available even if the case's listing is archived. Individual cases export to PDF, and the compliance officer can export office-wide registers from the dashboard.
Who can see a customer's ID documents?
Only users with the Verify User or Compliance Officer role in your office, and every view is logged in the case audit trail. ID data is stored encrypted and is never visible from the general CRM record.
Tip: For the fastest completion rates, tell customers to expect the SMS before you send it. A request they are expecting gets completed the same day.