Overview
When a biometric scan verification check has failed, its status will be set to Sent for manual review. The CAS 360 team will investigate the cause of the failure and determine whether it can be resolved.
There are two possible outcomes: the manual review either succeeds or fails. This article explains what happens in each case and what action (if any) you need to take.
Outcome 1: Manual review succeeds
If the CAS 360 team can resolve the issue, they will retry the verification at no additional cost.
When the retry succeeds:
When the retry succeeds:
- The contact's identity verification results are automatically added to their Compliance screen.
- Their verification status is automatically updated to Completed.
- A notification is sent to CAS 360 confirming the result.
No further action is required from you.
Outcome 2: Manual review fails
If the CAS 360 team cannot resolve the issue:
- You will be contacted by the support team explaining why the biometric scan failed and the further action steps required.
- The contact must be updated in CAS 360 before identity verification can be re-attempted.
Mark the review as complete
Before you can restart the identity verification process, you need to clear the existing manual review status on the contact.
| From the Main Toolbar, navigate to Contacts | |
| Select the relevant Contact |
- On the left side of the screen, under the contact's details, open the Sent for Manual Review drop-down, then click Mark review as complete:
- Once marked as complete, the failed verification result will display in CAS 360:
- To restart the identity verification process, click the arrow next to the failed verification.
In the popup menu, select Resend ID Verification: