A contact's BGLiD status shows Pending until CAS 360 receives a result for the contact's most recent verification request. This article explains why a status can stay Pending and what to do in each case.
Applies to
BGLiD verification requests sent from CAS 360. Manual review applies only to checks that include biometric scanning.
Check the request first
The ID Verification screen shows where each request is up to.
- From the Main Toolbar, select Messages › ID Verification.
- Search for the contact.
- Check the request's status. To see when the request was sent and completed, select Options › History.
Then use the table below to find the cause.
| What you see | What it means | What to do |
|---|---|---|
| Awaiting Client Information | CAS 360 hasn't received a result for this request. | See The contact hasn't finished verifying. If the contact says they finished, see The contact finished but the status hasn't updated. |
| More than one request for the contact | The status shows the most recent request only. | See More than one request was sent. |
| A failed result, and the contact received a resubmit email | The first attempt failed and BGLiD is waiting for the second attempt. | See The first attempt failed. |
| Sent for Manual Review | A biometric check couldn't be completed from the details provided, and the BGL team is reviewing it. | See The check was sent for manual review. |
The contact hasn't finished verifying
The status stays Pending until the contact completes every step in the verification email. While the request is open:
- reminder emails are sent automatically, every 1 to 7 days depending on the setting chosen when the request was sent
- the verification link expires after 21 days, and a notification appears in CAS 360.
To help the contact finish:
- Ask the contact to open the most recent verification email and complete every step, including Consent & Submit.
- If the check includes biometric scanning, tell the contact they'll be asked to continue on their mobile phone to scan their ID and take a photo of themselves.
- If the link has expired, select Resend ID Verification on the contact. Resending to a contact who hasn't completed an attempt doesn't incur a charge.
For the full process the contact follows, see BGLiD.
The contact finished but the status hasn't updated
If the contact closes the browser window before their result is sent to CAS 360, the result doesn't arrive and the request stays at Awaiting Client Information. This can happen even when the contact reached the final screen.
Contact BGL Support before you send a new request
BGL Support can check whether the contact's completed attempt can still be sent through to CAS 360. Sending a new request first replaces the request the status is based on.
When you contact BGL Support, include:
- the contact's name
- the date and time the contact finished
- a screenshot of the last screen the contact saw, if they have one.
To let BGL Support check the contact, see How to Invite the BGL Support Team to a CAS 360 License.
More than one request was sent
The contact's status shows the result of the most recent request only. If you send a new request while another is open, the status shows Pending until the contact completes the new request, even if they completed an earlier one.
To start again, void the open request before you send a new one:
- From the Main Toolbar, select Contacts › Global Contacts.
- Select the contact.
- Select the arrow next to ID Verification Pending or Resend ID Verification, then select Void Verification.
- Send a new request, and ask the contact to use only the new email.
If the contact has already completed an earlier link and their result isn't showing, contact BGL Support instead of sending another request.
The first attempt failed
When a verification attempt fails, BGLiD automatically emails the contact a request titled Please Resubmit Unsuccessful Identity Verification. The second attempt doesn't incur a charge. The status stays Pending while BGLiD waits for the contact to complete it.
- Ask the contact to use the resubmit email, not an earlier email.
- Ask them to check their ID before they try again. Common causes are an unsupported document, details that don't match the ID exactly, and an unclear photo.
For accepted documents, see Supported Identification - BGLiD Australia. For failure reasons, see Why Has a Biometric/ID Check Failed?
Further requests are charged after two failed attempts
If the second attempt also fails, any further request you send to this contact is charged.
The check was sent for manual review
When a check that includes biometric scanning can't be completed from the details the contact provided, it's sent to the BGL team for manual review. While the review is underway:
- the contact's BGLiD status in Global Contacts stays Pending
- the ID Verification screen shows Sent for Manual Review, under the Pending filter
- the contact shows a banner saying a manual review by the BGL team is underway
- the option to request or resend ID verification is hidden.
You don't need to do anything. You'll be notified when the review is complete. If you'd rather restart verification yourself, select Cancel Manual Review. For both outcomes and the steps to cancel, see BGLiD Manual Review.
Frequently asked questions
CAS 360 doesn't show why an ID check failed. FrankieOne provides only the verification document stating the result. If a manual review fails, BGL Support contacts you to explain why. For more, see BGLiD Frequently Asked Questions.