Unable to Continue Screening Due to IDV Conditional - Pending OTP Status

1. Go to Navigation Menu > Applicants/Resident
2. Locate and View the applicant or resident
3. Click Not Completed

4. Click Manage Verification Code under Actions column 
5. Click Resend verification code link
6. Call the applicant to confirm if he/she received the OTP
7. Enter the code
9. Click Verify

To confirm if a verification code was sent to the applicant, go to the Activity tab and you will see a new code was sent.

If the Applicant Did Not Receive the Link Through SMS

Common reason why the applicant is not receiving a text link:

• Latency or phone signal issue to receive it.
• Service Provider block to receive text from business source.
• Incorrect mobile number entered.

If the applicant has entered an incorrect phone number, please have them update the number through their online application.

If the Applicant Continues to Fail or Reach Max Attempts

Please send in your request to override IDV to your Regional Manager. Please follow AMBO’s IDV guidelines here: RP - Override a Failed IDV