---
title: Re-triggering Identity Verification
description: Re-triggering identity verification
---

[Skip to content](https://internal.voiply.com/re-triggering-identity-verification#main-content)

English

Show submenu for translations

![](https://internal.voiply.com/hs-fs/hubfs/Logo%20White.png?width=100&height=75&name=Logo%20White.png)

Open main navigation

Close main navigation

- English
  
  Show submenu for translations
- Contact us

 Contact us

 How can we help you?

- There are no suggestions because the search field is empty.

1. [Internal Knowledge Base](https://internal.voiply.com/)
2. [Fraud Patrol](https://internal.voiply.com/fraud-patrol)

# 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:

![](https://internal.voiply.com/hs-fs/hubfs/image-png-Jun-04-2026-03-52-35-8592-PM.png?width=314&height=363&name=image-png-Jun-04-2026-03-52-35-8592-PM.png)

**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**.   
![](https://internal.voiply.com/hs-fs/hubfs/image-png-Jun-04-2026-03-55-50-5374-PM.png?width=670&height=249&name=image-png-Jun-04-2026-03-55-50-5374-PM.png)

![](https://internal.voiply.com/hs-fs/hubfs/image-png-Jun-04-2026-03-56-26-2431-PM.png?width=670&height=363&name=image-png-Jun-04-2026-03-56-26-2431-PM.png)  
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.

![](https://internal.voiply.com/hs-fs/hubfs/image-png-Jun-04-2026-03-58-21-5172-PM.png?width=670&height=350&name=image-png-Jun-04-2026-03-58-21-5172-PM.png)

![](https://internal.voiply.com/hs-fs/hubfs/image-png-Jun-04-2026-03-58-55-2626-PM.png?width=670&height=240&name=image-png-Jun-04-2026-03-58-55-2626-PM.png)

**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.

 

- [Account Management](https://internal.voiply.com/account-management#main-content)

    - [Returns](https://internal.voiply.com/account-management#returns)
    - [Subscription Management](https://internal.voiply.com/account-management#subscription-management)
- [Fraud Patrol](https://internal.voiply.com/fraud-patrol)

[![Chill listening crop-3](https://internal.voiply.com/hubfs/voiplycolored.svg "Chill listening crop-3")](http://www.voiply.com)

[mailto:email@email.com](mailto:email@email.com)