Overview
Use this article to troubleshoot BGLiD verification failures in FirmVerify, understand why a request has failed, and resend a request correctly.
Common failure reasons
| Failure reason | What it means | What to do |
|---|---|---|
| Unsupported document type | The contact used a document BGLiD cannot verify (for example, a foreign passport, NZ passport, or Heavy Vehicle licence). | Resend the request and ask the contact to use an Australian Driver's Licence (light vehicle) or Australian Passport instead. |
| Card number not matched | The card number entered does not match the licence on record. This happens when a new card has been issued, or the contact entered the wrong field. | Ask the contact to check their physical licence for the Card No. (this is different from the Licence No.). Resend the request if needed. |
| Licence number unclear | The licence number submitted was unreadable or did not match records. | Ask the contact to re-submit using a clear, front-lit photo of their licence, then resend the BGLiD request. |
| Selfie does not match ID | The facial biometric did not match the photo on the submitted ID document. | Ask the contact to re-submit in good lighting, facing directly forward, without glasses or hats, then resend the request. |
| Attestation Status: Suspected / Failed | The system flagged unusual behaviour during capture, such as screenshots taken during verification or poor lighting. This relates to capture conditions, not identity suspicion. | Ask the contact to repeat verification in normal conditions without taking screenshots, then resend the request. |
| "The uploaded document cannot be identified" | The photo of the ID was unclear, blurry, or the scan was unreadable. | Turn off the Mandatory ID Upload toggle when resending the request and use the biometrics (camera-based) workflow instead. This often works better when document photos are failing. |
| BGLiD partially passed | The selfie biometric passed but one document check failed (for example, the card number did not match). The contact may receive a "Verification Completed" email even though the report shows partial results. | Check the Compliance tab to see which check failed. Resend the request and ask the contact to re-enter the correct details, particularly the card number. A new fee will apply. |
| Name mismatch | The name on the submitted ID does not match the name recorded in FirmVerify for that contact. | Check and correct the contact's name spelling in CAS 360, then resend the request. |
| Foreign or unsupported passport used | A non-Australian passport was used. Most foreign passports are not supported. | See Foreign passports below, there is a narrow exception. Otherwise ask the contact to use an Australian document. |
| Potential Match PEP, manual review required | There has been a potential match as a politically exposed person, and a manual review is required. | Review the report and determine whether the client should be approved or fail verification. |
| Mixed results for 2 ID verification | One of the IDs checked has failed while the other has passed. | Review the failed ID error and send a re-request. |
Foreign passports
A foreign passport will only work if both of these are true:
- The contact holds a current Australian visa, and
- The passport details match the visa grant record held by the Department of Home Affairs.
Valid visa but still failing?
Contact BGL Support with the contact's name, document type, and visa details.
How to resend a BGLiD request
- Navigate to the Compliance tab.
- Click Resend BGLiD Request.
- Confirm the contact's email address or mobile number is correct before sending.
Note on fees
A fee applies when resending a BGLiD request. Check your firm's BGLiD subscription terms.
Still failing after resending?
Contact BGL Support with the contact's full name, the document type attempted, the failure message shown (if visible), and the ticket or request ID.