Frequently Asked Questions
Here are answers to our most frequently asked questions. If you require further assistance, please do not hesitate to contact us.
How do I change or reset my password?
After you are logged in, on the top right side you can click your username to select the option “Change Password” to modify your password. Furthermore, if you have forgotten your password, you can select the option “Forgot your Password?” on the login screen to set a new password.
What happens if I reach my verification limit?
Every pricing plan has a certain limit on the number of profiles you can onboard. Once you have reached this number, you will be prompted to purchase the next pricing plan. If you choose to do so, you can start onboarding more profiles. If you decline, you will remain on your current package, and will not be able to onboard more profiles, but your existing profiles will remain and you will be able to access their data.
How can I get in touch with the team ?
You can get in touch with us here. We have a dedicated team who will be happy to get back to you at the earliest possible opportunity :).
If you have not received a deeplink, please ask the Company Secretary/ Administrator to resend it via email or some other secure channel. If the problem persists, please get in touch with us here.
The deeplink only expires after submission or if the encrypted url is manipulated. If your deeplink has expired and you need to re-use it, you can ask your Administrator to re-send you the link. If that doesn’t work either, please reach out to us here.
The browser / tab closed during the process?
You can re-open the deeplink sent to you (via email) and fill-in the required fields.
Do you sell data to any third parties?
No – we do not sell any data to third parties.
Where is the data stored?
We host all our data on AWS (Amazon Web Services) cloud instances. The exact instance depends upon the location of the organisation requiring the KYC services. We look to host this data either in the home country of the organisation or in a country of close proximity which has a close data sharing relationship. For example Malaysia data is hosted in Singapore.
Is the data secure?
Yes – extensive information security safeguards have been built into our system: – Technical Architecture: Both Idenfo and AWS have a zero trust architecture model – zero trust means that there is no implicit trust granted to assets or user accounts based solely on their physical or network location proximity – trust has to be explicitly approved. Such approval is based on “least privilege” principles – meaning access is only granted to the degree required to perform a job function. – Encryption – our product encrypts all sensitive information (eg customer data as well as passwords) for data both at “rest” (ie when in our database) or in “motion” (ie when moving from your company’s or your customer’s devices to our database). – Legitimate Data Extraction: Idenfo will not ask for any data or information from your customers which is not required for KYC. – Access: Neither Idenfo nor AWS will access your customer data without your explicit consent.
How long is the data stored?
We will delete your data upon termination of our services, however data may be retained longer than this to give you time to take or copy or, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements.
What browsers are supported?
All modern browsers including Chrome, Safari, Microsoft Edge, and Firefox are able to run Idenfo Direct.