This article explains how to invite a client to the Client Portal (HomeBuyer portal) from within a case and start the identity verification (IDV) process.
Overview
Identity verification in Smartr365 is completed by clients through the HomeBuyer/Client Portal. To start the process, the adviser sends an invitation from within the case. Once the client receives the invite and logs in, they can complete their identity check using the portal's fact-find flow (powered by Yoti or the configured IDV provider).
Step-by-Step: Sending the Invite
Open the relevant case in Smartr365.
Navigate to the Client Portal section within the case (sometimes labelled HomeBuyer or Fact Find Invite depending on your firm's configuration).
Select the applicant(s) you want to invite.
Click Send Invite (or Invite to Fact Find). The client will receive an email with a link to register or log in to the Client Portal.
Once the client is registered, return to the case and locate the Identity Verification section.
Click Initiate IDV (or Request Identity Check) to send the IDV request to the client. The client will receive a notification to complete their identity check within the portal.
Monitor IDV status from the case — the result (Passed / Failed / Pending) will update automatically once the client completes the check.
Common Issues
Client has not received the invite email: Check the Email History tab on the case. If no email shows, verify the client's email address is correct. Also check whether the client uses a Hotmail or Outlook address — Microsoft's security filters sometimes block automated emails; advise the client to check their spam/junk folder.
IDV option not visible on the case: The IDV feature must be enabled for your firm. If you cannot see the IDV section, contact Smartr365 Support — your firm's IDV feature flags may need to be activated.
Client sees 'Unknown Error Occurred' during IDV: This is a known intermittent issue. Ask the client to try again. If the problem persists, contact support with the client's name and case reference.
Yoti IDV credits exhausted: If your firm's Yoti credit allowance is depleted, IDV checks will fail. Contact Smartr365 Support to top up credits.