What to do if your client does not have a phone that works
If your client does not own a device that can download the Thirdfort app we have a number of options to help them complete an electronic verification check with us.
My client cannot download the app
If your client receives a message stating that their device is incompatible when trying to download the app, this means that the phone is not fully supported for updates and therefore, we are unable to run the app due to security reasons.
To protect the client's personal data, they are only able to download the app on fully supported devices as older models that are no longer supported by Apple or Google are more open to security vulnerabilities.
Should your client need any assistance with this, please direct them to the corresponding article in our Customer Support Hub: My device is incompatible
Can my client use a different phone?
If a client doesn't have a smart device that can download the Thirdfort app we recommend that they borrow a family member, friend or other trusted third party's device.
We recommend that the check be initiated to the intended client's own mobile number (not the number of the helper). This is best practice for an audit trail and ensures that your client can communicate with our customer support team should they need to.
The client should keep their own mobile handy when logging in on the helper's device, as the verification code needed to log in will be sent to the number associated with the check.
My client has no access to a smartphone
Should your client have no access to a device, we have alternative options that do not require them to use a device. The Lite Screening check and Identity Document Verification Check check do not require your client to use the app but still allow you to verify the authenticity of their ID document; their PEP and Sanctions status; and their address.
For some tips on how to complete a check with your client in the office here's a related article.
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.