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For accountants and advisers troubleshooting BGLiD verification issues in Firm
Verify
Issue 1: Contact is returned to the same screen after uploading their ID
| Symptom |
The contact uploads their licence or passport details on their mobile
device, but instead of seeing a confirmation, they land back on the
same upload screen.
|
| Cause |
The contact closed out of the upload screen before tapping Submit.
|
Resolution
Ask the contact to reopen the BGLiD link and follow these steps:
|
1
|
After uploading the ID document details, tap Close.
|
|
2
|
A summary screen appears showing the captured data.
The contact should review it.
|
|
3
|
Tap Submit. The verification is not sent until this
step is completed.
|
Note for advisers
The link stays active for 21 days from when it was sent, so the contact can reopen
it and complete Submit without needing a new request.
Issue 2: Verification result not appearing in the Compliance tab
| Symptom |
A BGLiD request was sent and the contact reports completing it, but
the result hasn't appeared in the Compliance tab.
Status shows as Pending.
|
Work through the possible causes below in order:
| Possible cause |
How to check |
What to do |
| Contact didn't tap Submit |
Ask the contact if they saw a confirmation message. |
Ask them to reopen the link and complete the final Submit step.
|
| Unsupported document type used |
Check whether a failure notification was received, or whether the
Compliance tab shows a failure reason.
|
See
Supported Identification — BGLiD Australia
and resend with a supported document.
|
| "The uploaded document cannot be identified" error |
Contact reports seeing this error when uploading their ID photo.
|
Turn off the Mandatory ID Upload toggle when resending
the request and use the biometrics (camera) workflow instead.
|
| BGLiD link has expired |
Check when the request was sent. Links expire after 21 days.
|
Resend the BGLiD request. A new fee will apply. |
| Processing delay |
Results normally appear immediately on successful submission.
|
Wait a few minutes. If the result still hasn't appeared after 10
minutes, contact BGL Support.
|
Status still Pending after checking all of the above?
Contact BGL Support with the contact's full name, the date the request was sent,
and the document type the contact attempted (if known).
BGLiD link expiry
Verification links expire 21 days after the request is sent.
If a contact opens an expired link, they'll get an error — the link is dead.
Resend the request from the contact's record in CAS360 to start again.