An ID check that seems stuck is usually waiting for you to finish or retry the check, or for your housebuilder to review a Consider result. This article explains what each result means, what to check and when to contact Yourkeys support.
This article includes:
- How does the ID check work?
- What do the results mean?
- What if the check still shows as in progress?
- If you work for a housebuilder
How does the ID check work?
As part of your reservation you complete an identity and anti-money laundering check through our verification partner, Thirdfort. You upload your ID and a selfie, the partner checks them, and the result is returned to your reservation. Most results come back within a few minutes.
For step-by-step instructions, see My Reservation - Identity Check.
What do the results mean?
- Clear: your identity is verified and the reservation step completes automatically
- Consider: the check needs a person to review it. This is common and does not mean there is a problem with your ID; it often happens with a glare on the photo, an expired document or a name that differs slightly from the reservation. The housebuilder reviews the result and either accepts it or asks you to try again
Note
Yourkeys support can explain what a result means, but the decision to approve a buyer is the housebuilder's
What if the check still shows as in progress?
- Check your email, including junk, for a message from the verification partner asking you to finish or retry the check
- If you uploaded the wrong document, you can start the check again
- If the check says it is complete but the step on your reservation has not moved on after 24 hours, contact Yourkeys support using the Contact support form, with your reservation reference, the housebuilder and development, and a screenshot of the ID check screen. We will check the result has reached your reservation and, if needed, have it corrected
If you work for a housebuilder
You can see the status of each buyer's check on the reservation. If a result has been returned but the step has not progressed, raise it with Yourkeys support with the plot and buyer name rather than asking the buyer to repeat the check. If the buyer does need to start again, you can cancel the existing check from the reservation; you will be asked to confirm before it is cancelled.
Once your ID check is complete, continue with the Planned Use section.