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Re-triggering Identity Verification

Follow these steps when a customer needs to be sent through the Stripe identity verification flow again.

STEP-BY-STEP
1. Open the contact record in HubSpot

Search for the customer by name, email, or phone number. Make sure you are on the Contact record — not the Company or Deal.

 

2. Check their current verification status

In the contact properties panel, find the field Identity Verification Status.

verified Already passed — confirm with the customer why they need re-verification.
review  Currently in the workflow — unenroll first (see step 3), then continue.
failed / empty  Not yet completed — proceed to step 3.
3. Clear the verification properties

You need to clear two fields so the workflow starts fresh. Scroll down on the contact properties and set Identity Verification Status to blank/empty:




Important: Do not skip this step. If Identity Verification Status is not empty, the workflow will exit immediately as a goal met and the customer will not receive any emails or SMS.
4. Unenroll from the workflow (if currently active)

From the contacts tab on the left panel, find Workflow Memberships and click on Manage. 


If Stripe | Payment Review shows as active or enrolled, click or select Unenroll. 

5. Re-enroll the contact in "Stripe | Payment Review"

In the same Workflows section click on Enroll in workflow, find Stripe | Payment Review and click Enroll. Confirm the enrollment when prompted.
6. Confirm and log the action

After enrolling, add a note on the contact record explaining why the re-verification was triggered (e.g. customer request, failed previous attempt, fraud review). This keeps the audit trail clean.

What the customer receives

  • ~10 min Status set to review — email + SMS sent with the Stripe Identity verification link
  • Day 1 Reminder email if not yet verified
  • Day 2 Final reminder email — urgent tone
  • Day 3 Account cancellation notice sent — n8n triggers suspension

IF SOMETHING GOES WRONG

Customer says they didn't get the email or SMS
Verify their email and phone number on the contact record are correct. Then unenroll and re-enroll the workflow again.

Status jumped straight to verified without the customer doing anything
The property was not fully cleared before re-enrollment. Clear both fields again and re-enroll.

Workflow is not showing up under the contact's Workflows section
Go directly to Automation → Workflows in HubSpot, open Stripe | Payment Review, and use the Enroll contacts button to search for and enroll the contact manually.