Using NextGenID - digital identity verification

NextGenID is our digital ID solution within ApplyOnline and our preferred verification method. It's a quick and simple way for you to initiate a request for your customer to digitally verify their identity.

When using NextGenID, your customer generally only needs to provide an Australian-issued photo ID document to verify their identity. Watch the below video to see how it works.

Firstly, you’ll need to start an application in ApplyOnline with Macquarie Bank as the lender. Then:

1. Go to the Applicant tab to complete your customer’s full name and mobile number.
2. In the Financial Passport, select Get Started on the NextGenID tile.
3. Select the applicant(s) and Request NextGenID to send the SMS to each applicant.

Typically, your customer will only need to provide one valid photo ID document. For example an:

• Australian Driver Licence, or
• Australian passport (can be expired for up to two years).

For a smooth verification process, it’s essential your customer uses the ID document that is in their name and is also used on their application.

If your customer has previously completed NextGenID on a Macquarie application with you and their ID documents are still valid, you may be able to re-use their NextGenID report. This is available for linked applications, clone and resubmit scenarios and subsequent applications for up to 9 months.

Once NextGenID has been completed by your customer it is valid for up to 9 months. The ID document(s) used in the verification process must also remain valid during this time, for the report to not expire.

NextGenID can be used for all applicant types, including:

• Individuals
• Directors of company loans
• Individual(s) as trustee for Trusts

Before sending the NextGenID to your customer, ensure they’re prepared. You’ll need to:

• Share our Personal Help Centre article with them, which includes a video to guide them through the process.
• Inform them that they: 
  • will receive an SMS from NextGen with a link to click to start the experience
  • have 72 hours to complete
  • need their physical ID documents ready, and
  • need to select their photo ID document, which has the same name used in their application.

To keep updated with how your customer is progressing, ensure you have updated your back channel message (BCM) preference to include the NextGenID options or log into ApplyOnline to check the status. Each applicant will have a separate NextGenID tile tracking their progress.

Once your customer has successfully completed NextGenID, the status in ApplyOnline will be updated to Completed.

On receipt of the NextGenID information, you’ll also have the option to pre-fill the Applicant tab’s Identity section with your customer’s details. The NextGenID report will also automatically be uploaded to Supporting Documents and any checklist conditions will be added and verified.

You won’t be able to access their report, it’ll be sent directly to Macquarie once the application is submitted.

The NextGenID journey typically takes less than 10 minutes if your customer has their physical ID document(s) ready. Once started, the session will time out after 50 minutes.

Your customer can start and stop the NextGenID journey several times. However, they need to complete it within 5 days before the link expires.
 

NextGenID SMS reminders

Once you’ve sent the NextGenID request to your customer, they’ll receive a SMS reminder at 72 hours and another on the fourth day to prompt them to complete their identity verification.
 

What are NextGenID status updates?

Once you send your customer the NextGenID request, they’ve got 5 days to complete the request. During this time the status will update to:

• Pending if their mobile number has received the request, but they haven’t started it
• In progress when they’ve started the process
• Completed and their NextGenID report will be attached automatically to the application.
  

You may need to resend a NextGenID request if your customer hasn’t received the SMS, their mobile number needs to be updated or they accidentally deleted the SMS. When the NextGenID tile shows a status of:  

• Pending or In Progress – select ‘Cancel’ on the NextGenID tile. Make any changes to the application and select ‘Get Started’ to resend.
• Completed – you can’t resend the NextGenID request and you'll need to clone and resubmit the application to re-send NextGenID. This includes if you’ve already submitted the application with NextGenID and it hasn’t passed verification.

Additional certified documents may be requested if:

• the document details were not captured accurately,
• if a photocopy/screenshot was used to capture ID, or
• the ID used by your customer was not in the same name used in their application.

To redo NextGenID, you’d need to complete a clone and resubmit. Once the application has been initially submitted, NextGenID can’t be re-run without cloning the application. Ensure customers capture their physical ID document and check their details to reduce future requests for certified documents.

If NextGenID fails, our team will request certified ID documents for your customer. These can be submitted as additional documents in Broker Portal once our team requests them. For certification requirements see:

• what documents we can accept
• who can certify the documents.

To escalate any issues experienced with NextGenID, contact your aggregator help desk and provide the ApplyOnline reference number and screenshots to assist with their response.

Before escalating the potential issue, first check the following:

• If your customer hasn’t received the SMS – check the mobile number used in ApplyOnline and wait 10 minutes before escalating.
• If their completed NextGenID hasn’t been returned – check the status and confirm with your customer that they’ve completed the request. Wait 20 minutes before escalating.
• If verification PDF hasn’t been attached – check NextGenID has been completed and then refresh the screen before escalating.
• If the NextGenID report hasn't uploaded and there's no option to re-send it - you'll need to clone and resubmit the application to re-send th NextGenID request for your customer.