Are you doing enough to prepare your clients for their digital identity checks?
Although digital services are becoming more and more mainstream in workflows, your clients may not recognise you as a sender, have the right document ready or fully understand why things like a live facial capture is needed. This can mean checks can go unfinished, making processes more time consuming when adding time to chase responses.
For law firms, accountants and other professional services businesses, smoother remote client onboarding starts before the invitation is sent. Clear guidance from the start will help your clients prepare, while connected workflows keep everything moving.
What is remote identity verification?
Remote identity verification checks a person’s identity digitally, without requiring an in-person meeting. A typical process combines identity document authentication, facial matching and liveness detection to assess both the evidence and the person behind it.
This is one part of digital client onboarding. Your whole process may also involve gathering information, completing KYC and AML checks, reviewing results and signing an agreement.
How remote identity verification works
Check the identity document
The client captures an accepted identity document using their device. The verification process assesses authenticity indicators and consistency within the document.
Match the person to the document
Compare a facial capture with the portrait in the identity document. This helps establish whether the person completing the check is consistent with the identity evidence.
Check liveness and review the result
Liveness detection assesses whether the capture represents a live person rather than a spoofing attempt. Results that need further investigation must follow a defined review process.
Why clients struggle to complete remote ID checks
An incomplete check does not necessarily indicate suspicious activity. There are many reasons for an unfinished check, for example your client might have difficulty using their camera, have misunderstood an instruction or submitted an image with glare obscuring the document.
If these checks are not explained clearly from the start, you may find clients hesitate because they are concerned about disclosing personal information. This is why it is important to explain what will be requested, how the information will be used and where they can find your privacy information. Give clients a way to confirm the request through a contact they already trust.
Eight ways to prepare clients for remote ID checks
- Explain why the check is needed
Tell your clients how identity verification fits into your work for them. Include a short explanation in your welcome communication and name the provider conducting the check. Avoid assuming everyone understands terms such as KYC, biometrics or liveness.
- Make the invitation recognisable
Explain exactly how the invitation will arrive and what your client should expect to see. Consistent branding and a familiar business journey can give reassurance. Encourage uncertain clients to contact your firm using details they already have before proceeding.
- Confirm their personal details
Ask your clients to provide details that match their identity evidence. If a name has changed or there is another legitimate difference, explain how to flag it beforehand as fixing anydiscrepancies early could prevent avoidable delays.
- Set out document and device requirements
Provide the accepted-document list for the selected check before the client starts. Explain any device, browser or camera requirements and whether an app is needed. Keep this guidance aligned with the current verification journey, rather than relying on old instructions.
- Help clients capture a clear document image
Ask clients to keep the document in focus, with all required edges and details visible. For a passport, the full photo page and machine-readable lines should be unobstructed. Suggest adjusting the angle or lighting if reflections obscure information.
- Explain the facial capture
Let clients know that we may request a live facial capture and why we use it. Explain that camera access will be needed and that they must follow the on-screen instructions. Advance notice makes this step less surprising.
- Give chip-reading guidance where required
Some journeys involve reading an electronic passport chip using a compatible phone. When this is the case, provide device-specific guidance and explain that protective passport covers may need to be removed. Avoid giving one fixed phone position for every device.
- Make support easy to find
Give clients a named and clear contact route if they cannot complete the check. People with accessibility needs, limited digital confidence or unsuitable devices may need additional assistance. Agree appropriate alternatives through your firm’s verification process.
What to do when a remote ID check fails
It’s best to start by understanding why the check has failed. A capture problem may be resolved with more clear instructions, while an unresolved identity discrepancy may call for extra evidence or review.
| Issue | Possible cause | Next action |
| Document cannot be read | Blur, glare or incomplete capture | Follow the capture guidance and try again |
| Camera will not open | Permissions or device compatibility | Check the prompts and contact support |
| Details do not match | An entry error or legitimate name difference | Confirm the information with the client |
| Verification remains unresolved | Evidence does not provide sufficient confidence | Follow your firm’s review procedure |
Give clients an obvious next step. Repeatedly sending the same request without resolving the underlying issue adds frustration and administration.
Connect verification, checks and signing with VSiD
Thanks to software and tech, we are now moving into a world that means we don’t need to be in a room to prove who we are. The issue is, there are so many different platforms for different checks and workflows, and separate systems can mean duplicate data entry, repeated requests and an unclear handover between teams.
VSiD OneConnect brings identity verification, KYC and AML screening, information collection and document signing together in one all-in-one platform.
Configurable workflows connect the stages your business needs. Intelligent SmartForms support information gathering, while eSignatures help your clients complete documents within the wider journey. Biometric reverification can add an extra identity check at key transaction stages.
For your team, this means a more consolidated process from the first request to the executed document. For your clients, it means clearer steps and fewer disconnected interactions.
With VSiD and the clear client instruction from the start, remote ID verification will be a timesaving and trustworthy process.
Frequently Asked Questions
What documents do clients need for a remote ID check?
The accepted documents depend on the selected verification process. A passport or driving licence may be suitable, but clients should receive the specific requirements before starting.
Why is a selfie or live facial capture requested?
Facial matching compares the person with the document portrait. Liveness detection provides a separate verification against spoofing attempts. Together, these help assess whether the person presenting the document is its holder.
What happens if a client cannot complete the check online?
They should contact your staff for assistance. Review the issue and use an appropriate supporting or alternative verification route under your firm’s procedures.
Is identity verification the same as KYC and AML screening?
No. Identity verification establishes identity, while wider KYC and AML processes address customer information and relevant risks. These checks can work together within a connected onboarding workflow.
When might a client need to verify their identity again?
Reverification may be appropriate before a significant action, at a later transaction stage or when circumstances change. Your firm should determine the relevant points within its workflow.
This article was submitted by VSiD as part of an advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the advertiser and not those of Today’s Conveyancer.
