BGLiD – Unsupported Identity Types and What to Do

This article explains which identity documents are supported for BGLiD verification, why verification may stay in a pending state after completion, and what steps to take when verification does not progress.

Where to Start ID Verification

Important: BGLiD identity verification must be initiated from CAS360, not from FirmVerify. If you start the process from FirmVerify, the verification will not complete correctly. Always begin in CAS360.

To initiate verification:

1. Open CAS360 and navigate to the relevant contact record.
2. Go to the Compliance tab for that contact.
3. Select the option to send or initiate the BGLiD verification request from there.

Supported and Unsupported Identity Documents

BGLiD uses electronic verification. Not all identity documents can be verified electronically.

Supported documents

Not accepted

The following document types are not supported for electronic verification and will cause the process to fail:

• State or territory photo ID cards (also called proof of age cards or keypass cards)
• Medicare card used on its own (Medicare is secondary only — it must be used alongside a primary document)
• Any non-Australian identity document used to satisfy an Australian electronic verification check

If your client holds only one of these documents, electronic verification through BGLiD cannot be completed. Refer your client to their accountant or adviser to determine what alternative verification options may apply to their circumstances.

Standard ID Check vs. Face/Biometric Check

BGLiD offers two levels of verification:

• Standard ID check — verifies the identity document details electronically against external data sources.
• Face/biometric check — includes the above, plus a real-time face scan that matches the person to their identity document.

These are different products with different pricing. For details on which applies to your subscription or to discuss pricing, contact your BGL account manager or visit the BGL website.

Why Verification Shows as Pending After the Client Completes It

After a client submits their identity documents, the status in CAS360 may remain as Pending for a short time while the result is processed. This is normal behaviour.

Verification results typically update within a few minutes. If the status has not updated after a reasonable period, the most likely causes are:

• A name mismatch between the CAS360 contact record and the Compliance tab
• An address mismatch (see below)
• A face check failure (see below)
• An unsupported document type was submitted

Checking for Name and Address Mismatches

A mismatch between the details held in CAS360 and the details on the identity document is one of the most common reasons verification fails or stays pending.

To check for a name mismatch:

1. Open the contact record in CAS360.
2. Note the full legal name as entered in the contact details.
3. Go to the Compliance tab for the same contact.
4. Confirm the name on the Compliance tab exactly matches the contact record — including spelling, middle names, and spacing.
5. If there is a discrepancy, correct the name in the contact record so it matches the identity document exactly, then re-initiate verification.

To check for an address mismatch:

Note: If a UK (or any non-Australian) address is recorded against an Australian identity document in CAS360, the verification will fail with a mismatch error. The address on the CAS360 contact record must match the jurisdiction of the identity document being used. For example, if the client is verifying with an Australian driver's licence, their address in CAS360 must be an Australian address.

1. Open the contact record and check the address recorded.
2. Confirm the address jurisdiction matches the identity document being used.
3. Update the address if it is incorrect, then re-initiate verification.

Common Causes of Face Check Failure

If the face/biometric check fails, check the following:

• Expired document — BGLiD will not accept an expired passport or driver's licence. Ask the client to confirm their document is current.
• Name mismatch — The name on the CAS360 contact record must exactly match the name on the identity document. Even a minor difference (for example, a middle name included in one place but not the other) can cause a failure.
• Unsupported document type — The client may have attempted to use a photo ID card or proof of age card, which are not supported (see the supported documents list above).
• Poor image quality or lighting — If the client is completing a face scan, they should be in a well-lit environment and hold their document flat and clearly visible to the camera.

If the face check fails and none of the above apply, contact BGL Support with the contact name and the date and time of the verification attempt.

What to Do When Verification Is Stuck in Pending

1. Wait a few minutes after the client completes verification before concluding there is a problem.
2. Refresh the Compliance tab in CAS360 to check whether the status has updated.
3. Check for a name mismatch between the CAS360 contact record and the Compliance tab (see steps above).
4. Check for an address jurisdiction mismatch (see steps above).
5. Confirm the client used a supported identity document.
6. If the status is still pending after two hours and none of the above issues are present, contact BGL Support. Include:
7. The contact name as it appears in CAS360
8. The date and time the client completed verification
9. The document type used (if known)
10. A screenshot of the Compliance tab showing the pending status

Note: In some cases, a persistent pending status may indicate a product-level issue rather than a data entry problem. BGL Support can investigate whether this applies to your case.

Summary: Quick Reference