When a candidate can't complete the digital identity verification step during a UK DBS check, an in-person or video manual identity verification is required before the DBS application can be submitted. Pinpoint gives you a secure workflow to complete that verification and get the check moving.
This guide covers what triggers a manual identity verification, how to complete it, and what to expect once you've submitted the documents.
When is a manual identity verification required?
A manual verification is triggered when the digital identity verification step (OneID) can't be completed. Common reasons:
The applicant declines consent for the digital identity verification
The applicant's document photo is blurry or doesn't match their selfie
The applicant doesn't have a document type OneID accepts
The applicant abandons the digital flow partway through
OneID can't reach the required Medium (Basic DBS) or High (Standard / Enhanced DBS) confidence level
You'll be notified when action is required and can view this status in the Checks page or the order on the application. The DBS application won't be submitted until you complete the manual verification.
How do I complete a manual identity verification?
You'll see a callout informing you that manual identity verification is required. Click Find out more to open a drawer with some instructions. From here, clicking the link opens a secure upload page in Certn, which will require a separate log in.
If you don’t have access to Certn Centric, please check with your internal team, or reach out to our support team.
You need to have already verified the applicant's documents yourself before submitting - the manual verification records what you saw, it doesn't perform a check on your behalf.
How do I verify the applicant's identity?
What happens after I submit?
Once you submit the manual verification details, Certn's DBS counter signatory will review the documents and submit the DBS application to the DBS.
You can track the status of the checks on the candidate's Background Checks tab. The manual check status will move from Action required to Complete, and the corresponding DBS check will move to In Progress once the DBS application has been submitted, and to Complete once the DBS returns a result.
If any of the documents you submitted aren't sufficient (for example, they don't meet the DBS's eligibility requirements or the images are unclear), a member of our team will reach out to you.
Frequently asked questions
Do I have to verify the applicant's identity myself, or does Certn do it for me?
You verify the identity yourself. The manual verification workflow records the outcome of your verification - it doesn't perform the check on your behalf. This is a DBS requirement: when the digital route can't be used, a real person representing the employer must inspect the applicant's original documents.
What if the applicant doesn't have a UK passport?
That's fine. Manual verification supports a wide range of documents from all three DBS groups. Choose the route (1, 2 or 3) that best matches the documents the applicant can provide.
Can I skip manual verification and re-run the digital check?
If the applicant abandoned the digital flow or made a mistake, you can ask them to try the digital check again by contacting our support team to cancel the order, after which you can re-order the checks. The candidate will re-attempt and, if successful a manual verification won’t be required. You won’t be billed for cancelled checks.
How long do I have to complete the manual verification?
Manual identity verification must be completed within 21 days of it being requested. If its not completed within this time frame, the manual check and its associated DBS check will be cancelled.
Does this apply to Basic DBS or only Enhanced DBS?
The digital identity verification step is required for Basic and Enhanced DBS checks. If it fails, manual verification is triggered. The document requirements differ though - Basic DBS is a simpler confirmation without a route or document upload requirement, while Standard and Enhanced DBS need the full route + document workflow described above.
What happens to the uploaded documents afterwards?
Uploaded documents are held securely by Certn for the DBS submission process. Certn's data retention policy applies to these documents.
Can the applicant complete this instead of me?
No. Manual identity verification is a check that the employer (or a person acting on the employer's behalf) has personally verified the applicant's identity. It can't be delegated to the applicant themselves - that would defeat the purpose.
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