Track your case

Once you submit, the case is with Vindex. This page shows where to follow it, how to answer when a reviewer needs something, and how the decision and your reports reach you.

Follow your case

Open Status in the left bar. It shows the stage your case has reached, what is happening now, and what comes next. The stages are the same for every case:

1SubmittedVindex has your case.
2Vindex reviewThe Vindex team looks at what you sent.
3Provider checksIdentity, registry and World-Check screening.
4Professional reviewsLegal and accounting opinions.
5Final decisionApproved, approved with conditions, or not approved.
6PublishedYour reports are on their way.

The Status page of a submitted case — The Status page: where the case is, and what happens next.

Tip

Most of a case's time is spent with the reviewers. You do not need to keep checking: Vindex notifies you when it needs something from you and when the decision is made.

Answer a request

A reviewer sends a request when the file is not enough to give an opinion. There are four kinds:

Upload a document

A document asked for by name, such as bank statements for the last six months, with the country it is for.

Upload a better copy

The same document again, readable: the request says what was wrong with the first one.

Answer a question

A clarification, written in your own words.

Update your profile

A correction to the details on your case.

Use it whenyou have been notified that a reviewer needs something.

1
Open Status. The request is at the top, with the reviewer's message.
2
Upload the document, write your answer, or correct your details, as the request asks.
3
Send your response. The case returns to the reviewer who asked.

What you will see

The request marked as answered, and the case back in review.

One request at a time

A case has at most one open request, and can go back to the customer up to five times in all. While a request is open, the review is paused: the sooner you answer, the sooner it carries on.

Messages and notifications

Messages holds the conversation between you and the Vindex team about your case. Use it for anything a request does not cover, such as explaining a gap in your documents before anyone asks.

The bell at the top shows notifications: a request waiting for you, a message, the decision. Important ones are emailed as well, to the address you sign in with.

The decision

When the Vindex team records the decision, it appears on your Status page and you are notified. There are three outcomes:

Approved

You are verified. Nothing more is needed.

Approved with conditions

You are verified, subject to the conditions listed with the decision: usually something still to provide, or a review at a set time.

Not approved

The verification did not succeed. The decision says why, and what you can do next.

A decided case is closed, and its details can no longer be changed.

Where your reports go

When your case is approved, Vindex sends two documents by email: your case report, the full record of the checks carried out and their results, and your outcome letter. They are emailed rather than downloaded.

Use it whenyou want your reports to go to another address as well, such as your bank or your adviser.

1
Open Report delivery in the left bar.
2
Your included email (1) is the address you sign in with, at no cost. Press Change to send your reports somewhere else instead.
3
Under Extra emails (2), type another address and press Add and pay. The fee is paid once; that address then receives every report from then on.

The Report delivery page — Report delivery: (1) the included email, (2) extra emails, (3) a finished case whose reports have not gone out yet.

A report did not arrive

A finished case whose reports have not been emailed yet, or failed to send, is listed under Ready to send (3). Press Send now. Check your spam folder too.

How delivery works

You can have up to ten addresses. Each report is sent to each address once; a new version of a report counts as a new report and is sent again.

What the case report contains is described in Risk, decisions and reports.

Documents and identityWhich documents to upload, what Vindex checks on each one, and the video selfie.Risk, decisions and reportsThe risk score, enhanced due diligence, the final decision and the reports it produces.

Something missing or unclear? Signed-in users can tell us from Feedback in the app.