This article explains what happens when a client's Yoti ID verification session expires and how an adviser can send a fresh verification link.
Overview
Smartr365 integrates with Yoti for digital identity verification (IDV). When an adviser sends a Yoti verification invitation to a client, the session link has a fixed expiry window. If the client does not complete their verification before the link expires, the session becomes invalid and a new one must be initiated.
How to Tell a Session Has Expired
The client reports that their Yoti link no longer works or shows an error.
The Yoti IDV status on the case shows as Expired or remains stuck at Pending after a long period.
How to Re-Initiate the Verification
Open the client's case in Smartr365.
Navigate to the Identity Verification section (within the client record or the case KYC panel, depending on your firm's setup).
Locate the Yoti verification entry that has expired.
Click Resend or Re-initiate verification to generate a new session link and send it to the client's registered email address.
Advise the client to check their inbox (including spam/junk folders) for the new Yoti email and complete verification promptly.
Tips for Clients
Yoti verification must be completed on a mobile device with a camera.
The client will need a valid, in-date photo ID (passport or driving licence).
If verification fails after multiple attempts, contact Smartr365 support with the client's name and case ID.
Common Issues
Resend button not visible: Ensure you have the correct case open and are looking at the IDV/KYC panel. If the button is missing, contact support.
'Document version not supported': Some older passport versions or certain nationalities may not be supported by Yoti. Contact support to escalate.
Client reports link still not working after resend: Ask the client to use the most recent email from Yoti — previous links are invalidated when a new session is started.