Troubleshooting Failed AML Checks (Credas)

Troubleshooting Failed AML Checks (Credas)

Applies to: Incomplete identity verification, failed status in Credas, missing reports, unresponsive clients.

🎯 Purpose

To help users understand why a Credas AML check may fail and what steps to take to resolve it — including how to assist clients who struggle with the process.

🧠 Use This When...

A user says:

  • “The AML check failed — what should I do?”

  • “It says ‘Pending’ but the client completed it.”

  • “My client didn’t get the link.”

  • “The Credas report says verification failed.”

  • “Rezi isn’t updating the AML status.”

🔍 Step-by-Step Troubleshooting

1. Check the AML Status in Rezi

  • Go to the contact profile

  • Find the AML/Compliance section

  • Review the status indicator:

    • Pending

    • In Progress

    • Completed

    • Failed

🔍 Click on the status or Credas ID to view more details in the linked report.

2. Review the Credas Report

  • If marked Failed:

    • Open the Credas report (PDF or online link)

    • Look for the failure reason — typically due to:

      • Poor image quality

      • Mismatched ID details

      • Expired document

      • No selfie submitted

      • Incomplete process

3. Confirm Client Completed the Process

  • Ask the user:

    • Did the client receive the invite?

    • Did they click the link and follow all steps?

    • Did they upload clear ID and selfie photos?

Many failed checks are due to the client not finishing the process or exiting the app too early.

4. Resend the AML Check

If the process was incomplete or failed due to poor input:

  • Go to the contact profile in Rezi

  • Click “Resend AML Check”

  • Confirm details (email/mobile) and reissue the invite

✅ Encourage the client to:

  • Use a smartphone with a working camera

  • Take photos in good lighting

  • Double-check ID is valid and not cropped

5. Check for Integration Issues (Advanced)

If:

  • The Credas button doesn’t work

  • No response is coming back to Rezi

  • The status doesn’t update despite client completion

→ This could indicate a sync failure between Credas and Rezi.
Escalate to support with full contact details and screenshots.

⚠️ Common Failure Reasons & Fixes

ReasonFix
Blurry or unreadable ID                      Ask client to re-upload a clearer photo
Expired passport or license                      Use an in-date document
Mismatch between name and ID                      Confirm legal name matches what was entered in Rezi
No selfie uploaded                      Restart check and ensure selfie is taken and submitted
Client exited app mid-process                      Resend invite and ensure full steps are completed
Email/mobile number wrong                      Update contact info and resend AML check
Client can’t access the link                       Resend and check spam or SMS delivery

🤖 For AI Training – Intent Mapping

User Phrase                Route to Checklist
“The AML check failed”                Steps 1–3
“Why did the Credas check fail?”                Step 2
“Client says they completed it, but it’s pending”                Step 3
“I need to resend the AML invite”                Step 4
“Credas isn’t updating Rezi”                Step 5
“The AML result is showing an error”                Steps 2, 5

🆘 Still Need Help?

Ask the user to confirm:

  • Full name and contact email/phone

  • Status shown in Rezi

  • Whether they reviewed the report

  • If the client has completed the process or not

Escalate if:

  • Credas returns an error repeatedly

  • Status doesn’t sync to Rezi after a completed check

  • Report is blank or not downloadable

    • Related Articles

    • How to Send a Credas AML Check

      Applies to: Customer identity verification via Credas, initiating AML checks, checking status, and troubleshooting invite issues. ? Purpose To help users issue a Credas AML check to applicants, buyers, vendors, or landlords through Rezi, ensuring ...

    • What to Do If a Customer Can’t Access Their Credas Link

      Applies to: Credas link not working, email/SMS not received, expired or broken links, client unable to start AML process. ? Purpose To help users troubleshoot and resolve cases where customers are unable to open or use the Credas AML link sent ...

    • Troubleshooting Email and Calendar Sync in Rezi

      Applies to: Google, Outlook, Microsoft 365, calendar not updating, emails not sending or appearing ? Purpose To help users identify and resolve common issues with email and calendar sync between Rezi and external platforms like Gmail, Outlook, and ...

    • 🐞 Reporting General Bugs or Unexpected Behaviour Troubleshooting & Escalation Checklist (with Zoho-Specific Steps)

      ? Purpose To guide support agents through capturing and escalating bugs or system anomalies in Rezi / Dezrez that aren't caused by known outages or user error — using Zoho as the system of record. ? Use This When... The customer says things like: ...

    • Email Sync Failures

      Overview The Email Sync feature in Dezrez CRM (Rezi) automatically links users’ email accounts (e.g., Outlook, Gmail) so that messages, appointments, and contacts sync seamlessly with Rezi. If emails stop syncing or fail to appear in Rezi, the cause ...