If a client's Yoti identity verification session expires before they complete it, you can send them a new invitation directly from their case. No support ticket is needed.
Overview
Yoti identity verification sessions expire if they are not completed in time. When that happens, the client's link stops working and a new invitation must be sent from the case.
How to Tell a Session Has Expired
The client reports that their Yoti link no longer works or shows an error.
The client's status on the Verify Identity tab has not changed to Verified long after the invitation was sent.
Step-by-Step
Open the client's case in Smartr365.
Click Verify Identity on the toolbar at the top of the case.
Find the client's row in the Yoti table.
Click Resend Invitation (shown while the status is In Progress), then click Resend to confirm. For any other status, such as Failed or Unverified, the button reads Send Invitation instead.
Ask the client to check their inbox, including spam or junk folders, for the new invitation email and to complete the verification promptly using the link in that most recent email.
Resending reserves one Yoti credit. You are only charged when the client completes their identity check.
Common Issues
The invitation button is greyed out: your firm has no Yoti subscription or no credits remaining. The Verify Identity tab explains which, and who to contact for more credits.
The status stays In Progress after the client has tried again: resend the invitation. If the status still does not update, contact Smartr365 support with the case ID.
The client cannot find the email: ask them to check their spam or junk folder. If it still has not arrived, check the email address on their client record is correct before resending.
The link still does not work after a resend: ask the client to use the link in the most recent invitation email.