FAQ

IDyou has built-in workflows that follow the ARNECC rules for VOI which is published in the Model Participation Rules.

These workflows will guide you through the required IDs needed to meet the regulation.

For more information, Click here and navigate to see the table on page 57.

All lenders who accept IDyou also accept Remote IDyou.

Click here for a full list of lenders accepting Remote IDyou.

If your preferred lender is not listed within the list, select Other, and email MSA directly at idyousupport@msanational.com.au.

Our team will then investigate the matter for you.

The cost of IDyou is free when a loan is originated through a participating lender because the fee is covered by the lender.

Otherwise the cost is $10.00 plus GST.

For a list for the participating lenders can be found here

No, you do not have to be a client of MSA National to use IDyou.

If you are a broker/banker/loan writer, you can use IDyou to conduct VOI for most lenders, irrespective of whether or not MSA is the lenders panel solicitor.

If you are a lender and want to make IDyou available to your loan writers, please contact MSA National on 02 8719 4000.

IDyou operates on all internet-connected devices, including all laptops, desktops, mobiles and tablets.

Yes, IDyou is available nationally.

Please email IDyouSupport@msanational.com.au with a screenshot of the error message and we will assist to uplift this with the service provider.

Please keep your NAB login details separate to this IDyou account. Your ARNECC username should be your email. If you have forgotten your password, you are able to do a password reset request via the login page (forgot password). If an email is not being sent through, please email our support inbox.

Please send a ticket to IDyouSupport@msanational.com.au with the username you are logging under. We will have to provide you with new credentials.

Simply visit idyou.msanational.com.au.

The customer does not require a login or an account. They will receive a link to the nominated mobile and email to proceed and complete the Verification.

Refer to Remote User Guide.

With IDyou, you can verify your customer’s identity in any location and from any device that has an internet connection.

If you are unable to arrange to meet in-person with your customer, you can use the remote option to conduct verification over a video call. Click here for more details on Remote VOI.

Each person that is being verified must be verified individually with their own unique email and mobile number.

Log into the IDyou web-app, select the customer whose report you want to access, select Prepare Report For Lender then select the lender from the drop-down list.

You will not be able to proceed. The whole point of a VOI is to meet the verification rules built-into IDyou’s requirements with ARNECC. You will need to adjourn the VOI session until the person being verified obtains sufficient ID to meet the Digital VOI ID requirements. Please refer to this link.

IDyou has a large signing panel to sign your name as part of the verification process.

Stylus pens are the preferred way to sign, but you can also use your computer mouse or finger depending on the device you are using.

Photos that are taken with IDyou are not stored on your device and cannot be accessed in your photo gallery.

During the process, you have the option to re-take or use that photo.

All photos taken with IDyou are saved and encrypted within the web-app until verified.

All the pictures are deleted once verified.

Each photo provides a preview to allow you to check the quality each time.

If it is not clear, simply retake the image.

Yes, all incomplete orders are saved within IDyou for access at a later time.

You need to move to a stronger 4G mobile signal location or a stronger Wi-Fi signal.

IDyou requires an Australian mobile number, however if the customer is residing or travelling overseas, please email IDyouSupport@msanational.com.au for a manual code to be requested.

IDyou requires the original document to be photographed. A picture of a picture will not be valid, such as the customer taking a photo of their passport on their computer screen.

Yes, IDyou has followed the rules and guidelines set by ARNECC about identifying customers.

No, we have set up IDyou on systems separate to MSA National to ensure the security of customer information.

How do you ensure the security of my submitted documents? MSA complies with the ISO27001 Certification for storing data.

Documents that are entered into IDyou are transmitted and stored securely in a write-only, ISO27001 certified private cloud provided database.

This database is only accessible for reading access via a private VPC, to a few highly privileged administrators.

All Data At Rest is secured using the industry-certified AES256 encryption, and all Data In Transit is secured end-to-end, using the industry-certified TLSv1, TLSv1.1, and TLSv1.2 standards, and offers the highest level of protection possible.

All documents ordered as part of the report are encrypted on the server using AES256. All transport between the app and servers is secured using SSL.

All information on IDyou is encrypted, meaning your customer’s information is safe at all times.

When you log onto IDyou on your new device, you will instantly gain access to your VOI library.

When you have declared and submitted the VOI as complete, you will receive an email stating its completion. You will have to go back to the dashboard and ‘Generate Report’ to access the report.

The Reports are generated as a secured PDF document, yes you are able to print the documents.

Yes, the report is provided in a secured PDF format and can be saved locally.

No; once you verify your customer’s identity all pictures are removed from your IDyou account.

You will be able to see a list of verified reports that summarises the order, including the customer’s name, who did the verification, the order ID and the documents that were supplied.

There is also a code you can use to access the PDF of the report for a limited time.

You will need to log back in to your account and download the report within 3 months of completion. Reports after 3 months will be ‘expired’ so it is best to download your client’s reports.