Client Identity Flow
This guide explains how the Customer Connect - Client Identity Flow works from a sales staff perspective. Use it to help purchasers understand what to expect, to spot where they are in the process, and to know when follow‑up is needed.
Clients must have a unique, valid email address they can access on demand to utilize any Pluto digital services. Without this Customer Connect, Client Portal, and the Signing Service are unavailable and must be replaced by the Sales staff completing the manual workflows in person.
What the Identity Flow Does
The Identity Flow lets a purchaser:
- Confirm they control their email or mobile number (Device Verification – short one‑time code) if not already done.
- Review and complete mandatory profile details (address and FINTRAC required information).
- Complete government ID & liveness verification (Identity Verification) without direct staff involvement.
Identity verification can happen before or after a reservation. The two processes are independent, though completing identity early usually reduces delays when preparing contracts.
While having purchasers complete their ID verification online is the ideal pre-contract flow, for clients that are unable or unwilling to complete the digital method Pluto Sales App provides an alternate, manual data collection route
Key Concepts
- Device Verification: A one‑time 6‑digit code sent by email or SMS to trust the browser and confirm the user.
- Identity Verification: Photo ID + liveness (or manual in‑person check) to confirm legal identity.
- Required Profile Data: Basic contact and address details plus compliance (FINTRAC) fields. Missing data blocks prevent starting the ID portion until filled.
- Session Link: An identity link is always tied to the contact's numeric ID. Staff can generate or copy it instantly from the sales app (no pre‑creation needed).
- Status Tracking: Staff view recent, in‑progress, successful, failed, or manually completed verifications inside the sales app dashboards and various other screens.
Typical Client Journey
- Open Link: Client opens the identity link you sent (or you open it with them in person).
- Device Verification (if not already trusted): They choose email or SMS, receive a code, enter it, and proceed.
- Profile Review: Any missing required fields are highlighted; the client completes them. (Must have at least one of email or mobile, full address including postal code, date of birth, occupation, residency, and for any personal company: company address details.)
- Start Identity Verification: Once required data is complete, they tap Start. A secure verification window launches.
- Complete ID Steps: They submit photos / liveness. If successful, status changes to Verified. If automated checks fail, they can retry or wait for an in person meeting.
- Done: Status becomes available to staff immediately along with a dashboard and in-app update. Reservation or contract work can continue.
Verification Statuses
| Status (Staff View) | Meaning | Staff Action |
|---|---|---|
| Not Started | No session yet | Encourage client to begin when ready |
| In Progress | Session created, documents not fully submitted | Wait or remind client |
| Successful | Automated verification passed | Proceed with downstream steps |
| Failed | Automated verification concluded unsuccessfully | Coach client to retry OR perform manual process |
| Manual Verified | You verified in person and confirmed compliance fields | Proceed with downstream steps |
If a session expires (client took too long or closed it), they simply start a new one; no harm done.
When Manual Verification Is Appropriate
Use manual verification only when:
- The client is physically present with acceptable ID, OR
- Automated attempts fail and you have confidence in the presented documents.
Manual verification requires you to confirm compliance language (FINTRAC) and ensure profile fields are complete before submitting.
Only perform manual verification if you have directly examined valid identification and satisfied your internal FINTRAC / KYC procedures.
Helping Clients Troubleshoot
| Issue / Message | Likely Cause | Guidance |
|---|---|---|
| Code not working | Expired or mistyped 6‑digit code | Request a new code and re‑enter carefully |
| Cannot start verification | Required fields incomplete | Scroll up and fill highlighted fields |
| Verification stuck on loading | Slow upload / network | Wait a minute, then retry; if still stuck, start a new session |
| Failed verification | Poor photo quality or mismatch | Retry with clearer images OR switch to manual |
Best Practices for Staff
- Send identity links early (immediately after initial interest or alongside reservation confirmation) to avoid later delays.
- Remind clients to have valid government ID ready (acceptable types per your internal policy) before starting.
- Encourage completion on a stable connection with good lighting.
- For repeat visitors: a previously verified device and purchaser may skip these steps; this is normal only if they have completed a deal within Pluto before.
- Use the dashboards to follow up on Pending or In Progress sessions older than a business day.
Privacy & Security Notes
- The verification link is specific to the contact; do not share one client's link with another person.
- Device Verification codes are short‑lived. A failed code does not compromise security—just request a new one.
- Manual verification records who completed it (auditable server‑side) for record keeping purposes.
- All personal used for the ID Verification is stored securely within Canada, with the verification facilitated by a trusted third-party provider.
How This Relates to Reservations
- A client can reserve a unit before identity verification, but contracts or other steps may pause until identity is complete.
- Realtors may send instructions for their client profiles (purchasers) to finish identity upon completion of their reservation. Stay up to date by monitoring your dashboard and in-app events.
For how to monitor progress, see Session Monitoring. For the reservation journey itself, visit Client Reserve Flow.
Need details on generating links or sharing reservation entry points? See Reserve Link Management.