What to do if your client hasn't received or has deleted the text/email invite
When an app-based ID check is set up, we immediately send your client a text message (SMS) or an email with a link to download our app from either the Apple App Store or Google Play Store. This link takes them to the app store, but it's not a unique link to any specific ID check
Troubleshooting
My client didn't receive the text or email invitation
If your client didn't receive the invitation text or email, please double-check the phone number/email address used. If it's wrong, please cancel the check and send a new one. Please see Aborting an Activity for instructions on how to cancel an activity. If the number/email is correct, keep reading!
We rely on the client's mobile network to deliver the text message to our app users. Poor signal or certain international mobile networks may cause trouble receiving the message.
But don't worry - they can still access the app. They just need to search for 'Thirdfort' on the Apple App Store or Google Play Store and download the app. Once downloaded, your client can log in on any device using the mobile phone number the check was set up to. The passcode required for login will be sent by text to their mobile number.
My client deleted the text/email invitation
Your client doesn't necessarily need the text message to download our app. They can search for 'Thirdfort' on the Apple App Store or Google Play Store and download the app this way instead. Your client can then log in by entering their phone number when prompted.
If your client requires a new text/email invitation, please chat with our support team via the messenger in the bottom right corner, and we'll resend the invite.
Need more help?
Please view our Supporting your clients topic to find the answers to any queries from your client.
These articles should answer most of your questions. However, if you have any further queries please click the live chat button in the bottom right of your screen to talk to a member of the client support team.
Furthermore, should your client have any queries about the process, our dedicated customer support hub will provide the answer to many of your client's questions. From here they can also chat directly with one of our consumer support team who can provide real-time help and assistance.