Quick answer
Go to Biometric > Created and check the status next to your client:
Queued: we haven't had a response from your client's mobile carrier yet. Check the number. If it's right, copy the link and email it to your client.
Delivered: the SMS reached your client's phone. Ask them to check their filtered or spam messages.
Started: your client has already opened the link.
The quickest fix is usually Actions > Copy link, then paste the link into an email or message to your client.
Step 1: Check the status
Go to Biometric > Created.
Find your client by name or reference.
Look at the Status column.
Status | What it means | What to do |
Queued | We haven't had a response from your client's mobile carrier yet. The number may be wrong or no longer in service, or your client's carrier or country may block system-generated SMS. | Check the number. If it's right, copy the link and email it. See Step 2. |
Delivered | Your client's carrier confirmed the SMS reached their phone. We can't see whether they've read it. | Ask your client to check their filtered or spam messages. See Step 3. |
Started | Your client has opened the link but hasn't finished. | They have the link. Ask them to finish the verification. |
For what every status means, see What do the verification statuses and results mean?
Step 2: If the status stays Queued
Check the mobile number. Open the verification and compare the number with your client's. Common mistakes:
the wrong country Code was chosen
the country code was typed again in the mobile number (e.g. 45 45…)
the number was entered with its leading zero
a digit is wrong, or the number is a landline
If the number is wrong, delete the verification and send a new one with the right number. See How do I delete or cancel a verification my client hasn't completed?
If the number is right, email the link instead:
In Biometric > Created, click Actions next to your client.
Click Copy link. You'll see "Verification link copied to clipboard".
Paste the link into an email (or another message app) to your client.
Step 3: If the status is Delivered but your client can't find it
The SMS reached their phone, but it may have been filtered. Ask your client to check:
iPhone: in the Messages app, tap Filters and check Unknown Senders and Junk.
Android: the Spam and blocked folder in their messages app.
Spam or text-blocking services: some clients have a spam-blocking service turned on with their mobile carrier without realising. These can block system-generated SMS.
The SMS usually comes from a short number rather than a regular mobile number, so your client might not recognise it.
If they still can't find it, copy the link and email it (see Step 2), or resend it. See How do I resend a verification link to my client? Resending creates a new link and archives the old one.
Clients overseas
SMS to overseas numbers isn't always reliable, and some countries block system-generated SMS altogether. For clients overseas, email the link instead.
Countries where we know SMS is often blocked or filtered:
China, Russia, the UAE, Iran, Sudan, Syria, Egypt and North Korea
Spain (blocks SMS sent from a name rather than a number)
If your client is travelling with their usual mobile, SMS may not reach them while they're roaming. Email the link instead. See Can I verify a client who is overseas or has a foreign ID?
Frequently Asked Questions
Does Queued mean my client hasn't opened the SMS?
No. Queued means we haven't had a delivery response from the carrier yet. Once your client opens the link, the status changes to Started.
I get "number must be a mobile" when I click Send.
Check you've chosen the right Code and entered the number without the leading zero or the country code.
Can I change the mobile number on a verification I've already sent?
No, once a verification has been created it cannot be edited. If there is a mistake, best to delete it and create a new one.
Can APLYiD send the link by email for me?
No. APLYiD only sends the link by SMS. To email it, copy the link and send it from your own email.
Can my client complete it on a different phone?
Yes. Email or message them the link and they can open it on any smartphone. If they open it on a computer, they'll see a QR code to scan with their phone.
How long does the link last?
7 days after it's sent.
Am I charged for resending or copying the link?
No. You're only charged when your client completes the verification.
Can I change the company name shown in the SMS?
SMS usually comes from a generic short number; a business-name sender is a paid customisation (contact your Customer Success Manager to discuss further).
Still not working?
Contact APLYiD Support with:
the verification reference
your client's name and mobile number
whether your client is overseas
whether it's one client or all your clients who aren't receiving the SMS
We can check our logs to see whether the SMS was delivered.