Identity Verification — User Guide
Identity Verification lets you confirm that a person is who they say they are by checking an official identity document. It runs as a guided, secure online process: the person being verified opens a link, follows a few simple steps, and the result is returned to you automatically.
Because it is white-labelled, the people you verify see your business name and branding throughout — not the name of any third-party provider.
What it checks
Identity Verification supports the following Australian documents:
Passport — the document is scanned and its details are checked to confirm it is genuine and valid.
Driver's Licence — the document is scanned and its details are checked to confirm it is genuine and valid.
Medicare Card — the card details are confirmed by matching them against official records. (Note: a Medicare card is not a photo ID, so it is verified by a details match rather than a photo scan.)
Depending on how your verification is set up, the process can also confirm that the person presenting a photo document is its genuine holder.
How a verification is started
There are two ways a verification can begin:
Automatically during sign-up — a new customer can be asked to verify their identity as part of joining.
Manually from the customer record — your team can start a verification for an existing customer at any time.
In both cases the person receives a secure link to complete the process.
What the person being verified experiences
They open the secure link on a phone or computer.
They are guided to photograph or scan their chosen document (and, for a Medicare card, to enter the card details).
They may be asked to take a quick photo of themselves to confirm they match the document.
They submit, and the process finishes — usually within a few minutes.
The screens they see carry your branding.
Possible outcomes
Each verification ends in one of these results:
Approved — the identity was successfully verified.
Declined — the identity could not be verified (for example, the document could not be confirmed or the details did not match).
In Review — the result needs a closer look before a final decision.
Not Started / In Progress — the person has not yet finished the process.
Abandoned / Expired — the person did not complete the process in time.
A Declined or In Review result does not on its own prove anything improper — it simply means the identity could not be automatically confirmed.
Where the result shows up
When a verification finishes, a note is added automatically to the customer's timeline. The note records:
the outcome (for example, Approved or Declined),
the type of document used, and
the date and time.
This means your team can always look back at a customer's record to see whether, when, and how their identity was verified.
How it is billed
You are charged a set fee for each successful (Approved) verification.
Attempts that are declined, abandoned, or expired are not charged.
Charges are grouped per month and appear on your invoice as a single Identity Verification line with the number of verifications for that period.
Your per-verification rate is agreed with us and can be tailored to your account.
What it can and can't do
It can:
Confirm that a supported identity document is genuine and valid.
Confirm that document details match official records (for a Medicare card).
Where enabled, confirm the person matches their photo document.
Give you a clear, recorded result against the customer.
It can't:
Perform a credit check or assess someone's financial standing.
Verify income, employment, or business/company details (company checks are a separate feature).
Verify documents other than the supported types listed above.
Guarantee a person is not acting fraudulently — it confirms identity, it does not detect every form of fraud.
Force a customer to complete the process; they must choose to finish it.
Overcome a poor-quality or expired document — clear, in-date documents give the best results.
Privacy
The identity check is handled securely by our verification process. Within the platform, only the outcome and a short summary are kept against the customer (on the timeline) so your team has a record — the underlying document images are handled by the secure verification process, not stored in your customer notes.
Tips for a smooth verification
Ask the customer to use a current, undamaged, in-date document.
Suggest good lighting and a steady hand when photographing a document.
Make sure the whole document is visible and not cut off or covered.
Encourage them to complete the process promptly so the link does not expire.
Frequently asked questions
Does the customer see who provides the verification?
No. The process is presented under your branding.
How long does it take?
For most people, a few minutes.
What happens if a verification is declined?
Nothing automatic — it is recorded on the customer's timeline, and your team decides how to follow up. You can start a new verification if appropriate.
Are we charged for failed attempts?
No. Only successful (Approved) verifications are charged.