Overview
You can help someone else complete an information request sent by their law firm. This is useful if the client needs assistance understanding what is required or using the platform.
However, some verification steps may need to be completed by the client directly.
What you can help with
You can assist the client by:
Explaining what information or documents are required
Helping them gather the correct details or documentation
Uploading information or documents on their behalf, where permitted
This support can be provided throughout most of the request.
Steps the client may need to complete themselves
Depending on the workflow set up by the law firm, the client may be required to complete a biometric video (selfie video) as part of their identity verification.
This step is used to confirm that the person completing the request matches the identity document provided.
If included in the workflow, the biometric video must be completed by the individual whose identity is being verified and cannot be completed by someone else on their behalf.
If the client cannot complete the biometric video
If the client is unable to complete the biometric video, they should contact their law firm directly.
The law firm can check the status of the request and advise on the next steps, including whether an alternative verification method is available.
ℹ️ Further guidance
For step-by-step instructions on completing identity checks, see: