A contact's BGLiD status shows Pending until Simple Fund 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 Simple Fund 360 and Simple Invest 360.
Check the contact first
- From the Main Toolbar, go to Settings › Contacts.
- Select the contact, then select the Compliance tab.
If the contact hasn't completed the request, the tab says they haven't yet completed their identity verification form, and shows Void Verification Request.
To list every contact with a Pending status, filter the Contacts screen by BGLiD status. For details, see BGLiD.
The contact hasn't finished verifying
The status stays Pending until the contact completes every step in the verification email. If the contact takes no action, a reminder is sent automatically after 14 days.
- 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.
The contact finished but the status hasn't updated
If the contact closes the browser window before their result is sent to Simple Fund 360, the result doesn't arrive and the status stays Pending. This can happen even when the contact reached the final screen.
Contact BGL Support before you void the request
BGL Support can check whether the contact's completed attempt can still be sent through. Voiding the request first can't be reversed.
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.
More than one request was sent
The contact's status shows the result of the most recent request only. You can't send a new request while one is pending. To start again, void the pending request first:
- From the Main Toolbar, go to Settings › Contacts.
- Select the contact, then select the Compliance tab.
- Select Void Verification Request, then confirm the warning. Voiding can't be reversed.
- 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.
Further requests are charged after two failed attempts
If the second attempt also fails, any further request you send to this contact is charged.
Frequently asked questions
If your Simple Fund 360 and CAS 360 contacts are synced, BGLiD results are shared between both products. A check sent from CAS 360 may still be pending or under manual review there. Check the contact in CAS 360. For syncing, see Simple Fund 360, Simple Invest 360 and CAS 360 Contact Integration.