Draft auto-generated by KB Maintenance on 2026-05-26 from 2 support conversation(s). Gap type: GAP. Source conversations: 215560991544482, 215560991898780.
If a client's Yoti identity verification session expires before they complete it, you can re-send the verification invitation directly from their case — no support ticket required.
Overview
Yoti ID verification sessions have a finite expiry window. If a client does not complete their verification in time, the link becomes invalid and they will be redirected to the home screen or see an error when they try to use it. You need to generate a fresh invitation link from the case.
Step-by-Step
Log in to the Smartr365 adviser portal and open the relevant client case.
Navigate to the Identity or Compliance section of the case (the exact label may vary by firm).
Locate the Yoti identity verification row for the client.
Click Re-send or Send Invitation to generate a new verification link. This invalidates the old expired link and sends a fresh one to the client's email address.
Ask the client to check their inbox (and spam folder) for the new invitation email and complete the verification promptly.
Common Issues
Client redirected to home screen instead of verification page: This is the expected symptom of an expired or invalid Yoti session. Re-sending the invite resolves it.
Session appears stuck as 'InProgress': If the status does not update after the client attempts verification, re-send the invitation to create a new session. If the problem persists, contact Smartr365 support with the case ID.
Client cannot find the email: Ask them to check their spam/junk folder. If still not received, confirm the email address on their client record is correct before re-sending.