Building trust with your clients (or potential clients) is a big part of any business, so receiving an email just from MLVerify without any context, can be alarming for some.
The good news is, you can customise your emails to better suit your business and include words or details that would be better fitting, including your own logo.
Accessing email customisation
You can find email customisation in the left hand menu, selecting Settings > All Settings, and then Email Customisation
This will bring up all email templates that can be customised on your account:
- ID Verification
- ID Verification Reminder
- ID Verification Declined (Client)
- ID Verification Declined (Person)
Each one supports markdown to make them easier to manage, and includes a selection of tokens which are replaced with text when the email is sent.
Including your logo
You can show your logo at the top of your customised emails by ticking the box at the top of the page and clicking Update:
Your logo must be uploaded in your portal settings first, otherwise the setting can’t be turned on.
The logo is only added to templates you have customised. Any template still using the MLVerify default wording is sent without your logo.
Editing a template
Click on the name of a template to open it. If you haven’t customised it yet, the MLVerify default wording is loaded so you can use it as a starting point.
- Subject - the subject line of the email, up to 100 characters. Tokens can be used here too, e.g.
Please verify your identity for @COMPANY_NAME@ - Body - the main content of the email, written in markdown
- Custom Tokens - pick a token from the list and click Insert token to add it to the body wherever your cursor is
Click Save when you’re happy. Templates you have customised are shown with a highlighted envelope icon in the list, so you can see at a glance which ones are using your own wording.
If you want to go back to the MLVerify default, open the template and click Revert to default. This deletes your custom version and can’t be undone.
What is added automatically
Every email has a short footer added to the bottom which you can’t remove. It contains the MLVerify logo, a copyright line, a line saying the email has been sent by MLVerify on behalf of your company, and a confidentiality notice. There’s no need to add your own “sent on behalf of” wording.
Using tokens
Tokens are words wrapped in @ symbols, such as @CLIENT_NAME@, which are swapped for real details when the email is sent. A few things to keep in mind:
- Tokens must be written in capitals exactly as shown below
- Only use the tokens listed for that template
- It’s worth sending a test to yourself after making changes, to check everything looks right
ID Verification
This template is used when you send pending KYC checks to your client.
| Token | Description | Example |
|---|---|---|
@CLIENT_NAME@ |
The name of the client the email relates to. When the request is sent to an individual person, this is that person’s name | Example Ltd. |
@COMPANY_NAME@ |
Your company name, pulled from your account settings | Acme Limited |
@ACCESS_LINK@ |
The link your client can use to access their portal to complete the KYC checks 1 | https://my-co.mlverify.com/portal... |
@LINK_EXPIRY@ |
The expiry date of the access link | 9 Sep 2026 |
@CONTACT_EMAIL@ |
The email address of the team member who sent the request 2 | [email protected] |
1 Use the @ACCESS_LINK@ tag as a markdown link to generate a green button: [Click me](@ACCESS_LINK@)
If you use @ACCESS_LINK@ on its own (not as a link), the full web address is shown as text instead.
2 By default this will just output the email address. You can make it a clickable email address by making it a link in markdown text: [email us](mailto:@CONTACT_EMAIL@). Most email clients make email addresses a link by default.
ID Verification Reminder
This template is used for the automatic reminders sent to clients who haven’t yet completed their pending KYC checks.
| Token | Description | Example |
|---|---|---|
@CLIENT_NAME@ |
The name of the client the email relates to. When the reminder is sent to an individual person, this is that person’s name | Example Ltd. |
@COMPANY_NAME@ |
Your company name, pulled from your account settings | Acme Limited |
@ACCESS_LINK@ |
The link your client can use to access their portal to complete the KYC checks 1 | https://my-co.mlverify.com/portal... |
@LINK_EXPIRY@ |
The expiry date of the access link | 9 Sep 2026 |
@CONTACT_EMAIL@ |
The Sender Email Address set in your email preferences 2 | [email protected] |
ID Verification Declined (Client)
This template is used when you decline one or more KYC checks for a client, so they can correct the information and resubmit.
| Token | Description | Example |
|---|---|---|
@CLIENT_NAME@ |
The name of the client the email relates to | Example Ltd. |
@COMPANY_NAME@ |
Your company name, pulled from your account settings | Acme Limited |
@ACCESS_LINK@ |
The link your client can use to access their portal to review and resubmit 1 | https://my-co.mlverify.com/portal... |
@CONTACT_EMAIL@ |
The email address of the team member who declined the checks 2 | [email protected] |
@ISSUES@ |
A list of the declined checks, showing the person or client, the check name and the note you entered when declining it | (list of issues) |
@LINK_EXPIRY@is not available in this template.
ID Verification Declined (Person)
This template is used when you decline one or more KYC checks for an individual person, so they can correct the information and resubmit.
| Token | Description | Example |
|---|---|---|
@PERSON_NAME@ |
The full name of the person the email is sent to | Jane Smith |
@CLIENT_NAME@ |
The name of the client the person belongs to | Example Ltd. |
@COMPANY_NAME@ |
Your company name, pulled from your account settings | Acme Limited |
@ACCESS_LINK@ |
The link the person can use to access their portal to review and resubmit 1 | https://my-co.mlverify.com/portal... |
@CONTACT_EMAIL@ |
The email address of the team member who declined the checks 2 | [email protected] |
@ISSUES@ |
A list of the declined checks, showing the check name and the note you entered when declining it | (list of issues) |
@LINK_EXPIRY@is not available in this template.
1 See the ID Verification section above for how to show this as a button.
2 See the ID Verification section above for how to make this a clickable link.