Overview
When a biometric scan verification check fails, its status is set to Sent for manual review. The support team investigates the cause of the failure and tries to resolve it.
A manual review has two possible outcomes: it succeeds or it fails. This article explains how long a review takes, what happens in each case, and what action, if any, you need to take.
How long does a manual review take?
The support team reviews every request sent for manual review and attempts to resolve the issue within 24–48 hours.
If the support team needs more information, they create a support ticket and contact you. You don't need to invite the BGL Support team to your licence at this stage.
What happens after the review?
Outcome 1: Manual review succeeds
If the support team can resolve the issue, they retry the verification at no additional cost. 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.
You don't need to do anything else.
Outcome 2: Manual review fails
If the support team can't resolve the issue:
- The support team contacts you to explain why the biometric scan failed and what you need to do next.
- You must update the contact in CAS 360 before you can retry identity verification.
Cancel Manual Review
Before you can restart identity verification, clear the 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 select Cancel Manual Review.
- The failed verification result now displays in CAS 360.
- To restart identity verification, select the arrow next to the failed verification, then select Resend ID Verification.