When a new customer signs up for a membership, we have a step where they have to verify their identity. Sometimes this fails. Whenever it fails, we have some alternatives.
*These issues need to be directed to New Agent Sign Up*
After it fails for the first time
- We can manually push them back so they can try it again.
- Log into PRO's admin side
- Manage Users
- Find the user you are working with
- Make sure their status is pending
- Click "Move to another step."
- Move to the Stripe ID verification step.
- Have the member log out and log back in, which should allow them to redo it.
If it fails for the second time after the steps above
- Let the agent know we can do a manual verification.
- Ask the agent to verify their address through email and send Relia a note on the ticket letting her know that the agent has failed the verification and provide her with the confirmed address.
- We will send them a snail mail letter with a code on it.
- Relia will generate the code and send the letter.
- Let the agent know that this code takes 3-5 business days to arrive
- Once it is arrived, the agent needs to call us and tell us the code they received. (the code is in the New Agent Signup Ticket)
- Set up a Teams call with the agent
- Send the agent a background check authorization form via RightSignature that they need to fill out before the Teams call
- While on the Teams call, verify the following information:
- Name
- Company Name
- Address
- Social Security Number
- Phone Number
- Ask them to show you the front and back of the driver's license
- After the teams call, update their Launchpad Checklist to begin at the Live Tour registration tab.
- They will be able to complete the remaining portions of their account setup but do not make their account active until they call or email us the code that was mailed to them.
- If the agent doesn't receive the first letter, we will send one with tracking.
If you have any questions, please direct to New Agent Sign Up.