An “incomplete” verification typically means the applicant has not submitted the verification journey yet, or the verification has cancelled before submission. The right next step depends on whether you still need the check and whether the applicant is willing and able to complete it.
Step 1: Confirm whether the verification is still needed
Before you chase an applicant, confirm internally:
Is the applicant still in process?
Do you still require a Konfir verification for this stage?
Is there a deadline that changes your approach?
If the verification is no longer needed, cancel it rather than continuing follow-up.
Step 2: Identify where it stopped
Use the verification’s top-level status to choose the path:
Status | What it means | Recommended action |
| Applicant hasn’t submitted | Follow up (or resend the link via your workflow). Offer support and a fallback route if needed. |
| Verification expired or was ended before submission | Decide whether to retry (if eligible) or use your fallback process. |
| Not incomplete | Review results instead (see Understanding Results). |
Step 3: Choose an action
Option A - Follow up with the applicant
Use this when the applicant is still in process and the verification is required.
A good follow-up should include:
why they received the request and what it’s for
reassurance on data handling (high-level)
what they need ready (e.g., access to their HMRC / online banking if those sources are enabled)
a clear link and a deadline
If they’re stuck (not missing the invite), direct them to your applicant support route or the Applicant Help Center.
Option B - Retry the verification
Use this when the original request is cancelled/expired but you still need the check and the applicant is willing to proceed.
Retry is most useful when:
the applicant ran out of time
they exited partway through and want to try again
the request expired before they started
Option C - Use your fallback process
Use this when:
the applicant refuses to use Konfir
the applicant cannot complete the digital journey
the employment/income is out of scope (e.g., overseas, unpaid, cash-in-hand)
you are up against a deadline and need an alternative route
Konfir does not prescribe a single fallback approach—this is your decision and policy.