Overview
After you submit your information, Legl checks it straight away. If something cannot be accepted, for example a passport that is not signed, Legl asks you to put it right while you are still completing your request. This means you do not have to wait for your law firm to get in touch.
This guide explains what you will see on screen, what to do, and what happens if you reach the maximum number of attempts.
Why this happens
Your law firm decides which documents it can accept. If a document does not meet those requirements, Legl asks you to submit it again. The message on screen explains what to change. For example: "We couldn't accept your passport because it isn't signed. Please sign your passport and upload it again."
What you will see
Verifying your details
When you submit your information, you may see a Verifying your details screen. It shows three steps: Submission received, Running checks and Checking the result.
Keep this page open. The screen says this can take up to 15 seconds, and the result appears on the same screen.
Action needed
If a step needs another look, the screen changes to Action needed. It says: "We need you to look at something again before we can finish checking your details."
Under Resubmit to continue, a card names the step, for example Identity verification, and explains what to fix. The card is tagged Action needed. The screen also shows that 1 step needs another look and that everything else is with Legl.
Go back to the step
Go back to the step that needs another look. It is tagged Action needed. A Before you continue banner at the top repeats what to fix, for example "Your passport needs to be signed", followed by the explanation. Below the banner you will see the usual Verify your identity panel and the Continue button.
If you are not sure what to do, select I need help in the banner.
What to do next
Keep the page open while you see the Verifying your details screen.
If you see Action needed, read the message on the card. It tells you what to fix.
Put the issue right. For example, if your passport is not signed, sign it.
Go back to the step tagged Action needed and upload your document again. Follow the on-screen prompts, then select Continue.
Complete the biometric selfie video again if you are asked.
If you are not sure what to do, select I need help or contact your law firm.
ℹ️ Further guidance
If you do not put it right straight away
If you leave without fixing the step, Legl emails you reminders to come back and put it right. They are sent 30 minutes, 1 day, 3 days and 7 days after you were asked to fix the step.
These reminders are in addition to any other reminder emails you receive about your request. They stop once you resubmit the step. You can return at any time using the secure link from your law firm, and your progress saves automatically.
If you reach the maximum number of attempts
Your law firm sets how many times you can submit a document. If a document still cannot be accepted after several attempts, you will see a Maximum number of attempts reached screen. It says: "We still couldn't verify your identity document after several attempts. Please contact your firm to continue."
The screen shows that everything else is with Legl and that your firm will help you finish this step. It also shows your firm's phone number, email address and an Our offices drop-down so you can get in touch.
What to do:
Contact your law firm using the details on the screen.
Tell them you have reached the maximum number of attempts, so they can help you finish this step.
You can safely close the window.
Important information
Keep the page open while the Verifying your details screen is showing. You can safely close the window once you see the Maximum number of attempts reached screen.
Your law firm sets how many times you can submit a document on a single step. By default this is 3, and your first submission counts as an attempt.
The message on screen tells you exactly what to fix, so read it before you upload again.
Use an original document and take a clear photo. Scans, photocopies and screenshots may not be accepted.
Once you reach the maximum number of attempts, your law firm is the right person to help you finish the step.
When to contact your law firm or Support
Contact your law firm if you reach the maximum number of attempts, or if you have questions about what they need from you.
If you have a technical problem, for example your camera is not working or the page will not load, contact our Support team.