How to Review a Completed VOI

Summary

This article provides a comprehensive overview of how to review a Verification of Identity (VOI) request that has been completed by a client. The completed process provides a secure, audit-ready verification report that confirms the client's identity through multi-factor validation, liveness checks, and verified credentials.

When to Use This

Use this guide when a client has successfully completed their VOI request and it is ready for your review and final approval in the system.

Step-by-Step Instructions

1. Locate the client in your dashboard under the "My clients" list whose Verification of Identity status is marked as "Completed".

   

2. Click the Review button next to their Verification of Identity status to initiate the review process.

   

3. Verify your identity by clicking Send Code to receive a two-factor authentication security code on your registered mobile number associated with the profile. Enter the code into the Enter security code field and click Confirm.

   

4. Review the client's submitted identity information (such as name, phone number, and email), real-time biometric photograph (ensuring the liveness score is satisfactory, all criteria (e.g., face detected, eyes open, face not occluded, and no sunglasses) are passed, and checking the box confirming you are satisfied with the liveness check results), and provided ID documents (such as a passport) to ensure everything matches and is verified.

5. Use the document preview viewer to rotate, zoom, and verify document legibility. If the liveness check has minor discrepancies but is visually confirmed, select the acknowledgment checkbox. If a warning appears, click View details next to High risk of document tampering to examine risks like metadata modifications or facial comparison alerts. If any document (such as a Medicare Card) displays a Data Match failed status, select Correct errors to manually update fields such as document number, name, and expiration date, or Manually verify to review the details against the visual document preview and update its status. If you select Manually verify, confirm the prompt acknowledging that you have manually verified the data, then click Done. Once satisfied, click Continue.

6. Complete the Verifier declaration by filling in the practitioner's details (such as completion date, destination email, Firm name, and practitioner name), and checking the acknowledgement boxes to confirm you have taken reasonable steps to verify the identity and agree to the terms.

7. Use your finger, stylus, mouse, or trackpad to provide your electronic signature in the digital signature box, and click Submit VOI.

   

8. You have the option to download the audit-ready verification certificate to your local system, or click Go to dashboard to return to the main client list to see the completed result and continue the onboarding process.

   

Common Questions

Who receives the verification code when starting the review? The verification code is sent to the mobile number of the user who originally sent out the VOI request to the client, ensuring secure access.

What if the client's documents are insufficient? During the identity verification step, you have the option to request a resubmission if you are not satisfied with the provided documents.

Troubleshooting Tips

Cannot access the review process: Ensure you are the person who initiated the VOI request, as the two-factor authentication code is tied to that user's contact information.

Missing VOI report: If you navigated away from the completion screen, you can always return to the client's dashboard to view or download the report at any time.

MFA code not valid or expired: If the MFA code is not valid or expired, you will need to reach out to Support who can assist with generating a new code. For InfoTrack users, you can submit a ticket through Tilly AI and for triSearch users, you can submit a ticket here.