Identity verification confirms a person is who they say they are by checking an Australian identity document through a secure online process under your own branding. The result is recorded on the customer's timeline.
| Document | How it is verified |
|---|---|
| Passport | Scanned; details checked to confirm the document is genuine and valid. |
| Driver's licence | Scanned; details checked to confirm the document is genuine and valid. |
| Medicare card | Not a photo ID, so the card details are matched against official records instead of scanned. |
Depending on your setup, the process can also confirm the person presenting a photo document is its holder (a selfie check).
| Trigger | When |
|---|---|
| Automatically during sign-up | A new customer is asked to verify as part of joining. |
| Manually from the customer record | Your team starts a verification for an existing customer at any time. |
Either way the person receives a secure link.
Every screen carries your branding, not a third-party provider's name.
| Result | Meaning |
|---|---|
| Approved | Identity verified. |
| Declined | Could not be verified: the document could not be confirmed or details did not match. |
| In Review | Needs a closer look before a final decision. |
| Not Started / In Progress | The person has not finished. |
| Abandoned / Expired | Not completed in time. |
A Declined or In Review result is not proof of anything improper; it means the identity could not be confirmed automatically. Nothing happens automatically on a decline: your team decides how to follow up, and can start a new verification.
A note is added to the customer's timeline with the outcome, the document type, and the date and time.
| Can | Cannot |
|---|---|
| Confirm a supported document is genuine and valid. | Perform a credit check or assess financial standing. |
| Confirm Medicare card details match official records. | Verify income, employment or business details (company checks are a separate feature). |
| Where enabled, confirm the person matches their photo document. | Verify documents other than the three supported types. |
| Record a clear result against the customer. | Guarantee the person is not acting fraudulently; it confirms identity, it does not detect every fraud. |
| Force a customer to finish; they must choose to complete it. | |
| Overcome a poor-quality or expired document. |
Only the outcome and a short summary are kept against the customer, on the timeline. Document images are handled by the secure verification process and are not stored in customer notes.
Related: Integrations, Create a customer.