You can't manually override a failed BGLiD ID check. CAS 360 has no option to change a failed government ID (GOV ID) verification result to passed, even after your firm has sighted the contact's ID itself. This article explains what you can do instead, and which BGLiD results you can update manually.
Applies to
BGLiD identity verification requests sent from CAS 360 Australia.
What can I do when a BGLiD ID check fails?
All the options below start from the contact's Compliance tab. From the Main Toolbar, go to Contacts, select the contact, then select the Compliance tab.
Find out why the check failed
Hover over GOV ID to see which documents passed or failed. For common failure reasons and how to fix each one, see Why Has a Biometric/ID Check Failed? Common Failure Reasons and Next Steps.
Ask the contact to try again
When a verification fails, CAS 360 automatically emails the contact asking them to verify again. If you need to send the request again yourself:
- Correct the contact's details in CAS 360 if they caused the failure (for example, a misspelt name).
- On the Compliance tab, select Resend ID Verification.
You can resend a request once. To find out when resending incurs a fee, see BGLiD Frequently Asked Questions.
Wait for a manual review (biometric scans)
When a biometric scan fails, its status is set to Sent for manual review and the BGL team investigates. You don't need to do anything until the review is finished. For what happens next, see BGLiD Manual Review.
Void the request and send a new one
If you've already resent the request, void it, then send a new BGLiD request. For the steps, see Voiding an ID verification request.
Record ID that your firm has checked itself
If your firm verifies the contact's identity another way (for example, by sighting their original ID), record it on the Compliance tab:
- Select Add Identification+ and choose the ID type.
- Scroll down to the identification details, fill them in, then select Save.
- Upload any supporting documents, such as a certified copy of the ID.
The BGLiD result doesn't change
Recording ID yourself doesn't update the BGLiD verification result. The failed result stays on the contact.
Which BGLiD results can I update manually?
You can update a PEP/Sanctions result manually. PEP stands for politically exposed person. When BGLiD finds a potential PEP, sanctions or AML match, the contact's Verification Status shows Failed and the Risk Level shows Unacceptable until you review the match.
- On the contact's Compliance tab, go to the Manual review section. It shows PEP / Sanctions Failed. Potential Match (Manual review required).
[SCREENSHOT: Manual review section with the Override Verification Status button] - Review the Identity Verification Evidence document further down the tab.
- Select Override Verification Status, then choose a result from the table below.
- Enter the reason for your decision, then confirm.
| Result | When to use it | Risk level |
|---|---|---|
| Manually Passed | The match isn't the contact (a false positive). | Changes to Low |
| Manually Failed | The match is the contact. | Stays Unacceptable |
CAS 360 saves your reason as a note with your user name and the date, and notes can't be deleted. The contact's status then shows Manually Passed or Manually Failed with the date. You can change the result again later; each change needs a new reason.
Can't see the evidence document?
If Identity Verification Evidence shows You are not authorised to see this document, your user role doesn't allow access to it.
FAQs
No. A failed ID check result can't be changed by your firm or by BGL Support. Use one of the options in What can I do when a BGLiD ID check fails?
A PEP/Sanctions match is a possible match that needs your judgement, so CAS 360 asks you to review it and record the outcome. An ID check compares the contact's ID with the records of the government body that issued it, such as a state road authority for a driver's licence. Its result can only change if the contact verifies again.
Last checked against the 28 October 2026 release