Identity checks and hold emails explained
Updated 2 min read
Why does VPA Connect check my identity?
Directors confirm who they are with ConnectID. VPA Connect moves sellers' money, so it needs to know that the people who run an agency are who they say they are. ConnectID asks your bank to confirm your name and date of birth; VPA Connect never sees your bank account.
Staff invited by an Admin or the Director skip this check.
Why is my sign-up "paused"?
The name your bank confirmed doesn't match the name on your invitation, so the sign-up stops at Identity check paused until it's resolved. This usually happens with a nickname, a missing middle name, a recent name change, or a typo in the invitation. Until it's resolved, the agency can't be created and you can't sign anything.
The screen shows the Verified name and the Expected name side by side, and offers these next steps:
| Option | Use it when |
|---|---|
| Verify again with your bank | You verified with the wrong bank or person |
| Ask for the invitation details to be corrected | The invitation has your name wrong. Enter your correct first and last name and select Send correction request |
| Provide legal name change evidence in the next review step | Your name has legally changed. Upload a PDF, JPG or PNG up to 1.8 MB |
| Report a serious unresolved discrepancy | Something looks wrong that the options above don't cover |
If none of the options fits, ask the person who invited you to raise it through the help form (see Getting help).
What happens after I ask for a correction?
The person who invited you is asked to correct your name. In the staff table, your row shows "Requested:" with the name you entered, and they select Apply name correction. VPA Connect then re-runs the check, and your sign-up continues. You don't need to verify again.
If VPA Connect invited you (for example, as your agency's first director), VPA Connect reviews the request instead.
Which emails might I get?
The names below describe each email; the subject line you see may be worded differently.
| What it means | What to do | |
|---|---|---|
| We're checking your details | A VPA Connect reviewer is looking at your check | Nothing; wait for the outcome email |
| Approved | The check is resolved | Open the link in the email and continue your sign-up |
| Verify again | The reviewer needs you to verify with ConnectID again | Open the link and verify again, with the bank account in your own legal name |
| Your invitation is being updated | Your invitation's details are being corrected | Wait for the new invitation; the old link stops working |
| Rejected | The check couldn't be resolved | Read the reason in the email |
| Please reissue the invitation (to the inviter) | The invitation needs correcting | Admin or Director: correct the person's details and resend the invitation (see Invite staff and change roles) |
How long does a review take?
There's no fixed time. You receive an email as soon as a decision is made.
Screens still to do
- The Identity check paused screen and the ConnectID error page. They need a ConnectID result that differs from the invited name, which the dev showcase set can't produce.