Contact Yoti about the result of a check
This covers why a check failed, for example a document was rejected or the photo, liveness or face-match step failed. It also covers the details behind a watchlist or AML screening flag, including what was matched.
Email help@yoti.com and quote the Session ID shown at the top of the client's AML report. If you can't find the Session ID, ask us and we'll look it up.
Contact Smartr365 Support about how Yoti works in Smartr365
Sending or resending an invite, or changing the client's email
A client who hasn't received the invite, or whose link won't open
ID documents or the AML report not showing on the case
A status that looks wrong, for example still "In Progress", or "Failed" after the client finished
Credits and subscriptions are handled by Customer Success
This covers buying credits, running low, and switching Yoti on for your firm. Ask Smartr365 Support and we'll bring Customer Success in.
A watchlist match is a possible match, not confirmation
A watchlist match means Yoti's screening found a record that may relate to your client. It does not confirm that your client is on a list.
Fitness and probity lists are regulatory and professional registers, for example people banned by a regulator or disqualified as directors.
Your firm's compliance officer decides how to treat a possible match under your own AML procedure.