If your client says they haven’t received their APLYiD verification link, follow the steps below before contacting support.
Step 1: Check the link status in the portal
Log in to your APLYiD account and go to Biometric → Created. Find your client’s record and check the status:
In Queue — The SMS is waiting to be sent. This usually resolves within a few minutes. Wait and check again.
Sent — The SMS or email was dispatched. Ask the client to check their phone, including spam or junk folders if sent via email.
Undelivered — The SMS could not be delivered. Follow Step 2 below.
Step 2: If the status is Undelivered
Common causes:
Mobile number entered incorrectly (wrong digit, missing country code)
The client’s carrier is blocking automated messages
Client is roaming internationally and SMS is not routing correctly
Fix: Delete the check and resend it with the correct number. If the number is correct but delivery still fails, use an email link instead — see How to create a link to send via email.
Step 3: If sent via email and still not received
Ask the client to check their spam or junk folder. Automated system emails can occasionally be filtered. If the email is not there, resend the link — see How to resend a link.
Step 4: International clients
SMS delivery to some countries is unreliable. For clients located overseas, always use the email link option rather than SMS.
Step 5: Still not working?
Contact APLYiD support with the client’s reference number and mobile number. We can confirm whether the message was dispatched from our system and advise on next steps.