You set the AML trigger but no check appeared
Overview. In almost every case it is one of two things: the sync has not run yet, or a prerequisite is missing. Scheduled integrations such as XPM and FYI scan for your trigger on an hourly background sync, so a check can take up to an hour to go out. If more than an hour has passed, work down the checklist below: flow switched on, integration enabled for Tranche 2, and a valid client email. If everything checks out and a test on yourself also fails, contact support.
First, the timing: give it up to an hour
This is the single most common cause, and it is not a fault.
Some integrations are scheduled (polling), which means IdentityCheck runs a background job roughly once an hour that looks for command fields you have ticked and acts on them. Xero Practice Manager (XPM) and FYI work this way. So when you tick the KYC or AML command, the check is sent on the next sync, which may be up to an hour away, not the instant you click.
Other integrations are real-time, where the trigger fires almost as soon as your staff act. HubSpot and Karbon work this way, so allow a minute or two rather than expecting it to be truly instant.
If you are on a scheduled integration, the simplest first step is to wait up to an hour and check again. Nothing needs re-keying; there is just a built-in delay. If you cannot wait, run a test on yourself instead of watching a live client, so you can confirm the round trip end to end (see Testing your integration end to end).
The prerequisites checklist
If more than an hour has passed and still nothing, work down this list. Most "nothing happened" cases are one of these.
- Is the account-level flow switched on? For a Tranche 2 (AML) check, the account-level Tranche 2 flow has to be enabled first. The integration trigger cannot start an AML assessment if the flow it depends on is off. See Setting up your Tranche 2 compliance flow.
- Is Tranche 2 enabled on this specific integration? The AML writeback is off by default and switched on per integration. Confirm this integration has it turned on, not just the account.
- Does the client have a valid email address? IdentityCheck sends the verification link by email. No email, or an invalid one, and there is nothing to send.
- Is the client marked Excluded? On XPM and FYI a client can be set to an Excluded status, which deliberately stops them triggering a check. Check the client is not excluded.
- Did you tick the command field, not a result field? The check only starts from the command trigger (the KYC Command or AML Command). Typing into a status or result field does nothing; those are written by IdentityCheck, not read by it.
- Are you using the right trigger for what you want? The KYC command starts a plain identity check; the AML command starts the full Tranche 2 risk assessment. On Karbon this depends on the note tag or task type you used. If you meant an AML assessment but used the KYC trigger, you will see a KYC check instead.
You can review which integration has Tranche 2 enabled from your Integrations settings.
Config issue or support issue?
It is usually something you can fix yourself. The list above covers the great majority of cases, and all of them are settings you control: the flow being off, Tranche 2 not enabled on the integration, a missing client email, an Excluded client, or simply still being inside the hourly sync window.
Contact support when all of these are true:
- The prerequisites above are all met.
- More than an hour has passed (so it is not the sync window).
- A test check on yourself also fails to send, using a fresh test contact.
That last step matters. If a test on yourself works but a real client does not, the issue is almost always specific to that client record (email, exclusion, or which field was ticked) rather than the integration itself. When you do contact support, tell them which integration you are using, roughly when you set the trigger, and that your test also failed, so they can pick it up quickly.
Frequently asked
I ticked the AML command and nothing happened. Why? The most common reason is timing. Scheduled integrations like XPM and FYI run on an hourly background sync, so allow up to an hour before the check goes out. If more than an hour has passed, check that the account-level Tranche 2 flow is on, the integration has Tranche 2 enabled, and the client has a valid email address.
How long should I wait after setting the trigger? For scheduled integrations (XPM, FYI), wait up to a full hour, because they scan for triggers hourly rather than instantly. Real-time integrations (HubSpot, Karbon) usually act within a minute or two. If nothing has happened well past these windows, it is worth checking your prerequisites rather than waiting longer.
When is it a settings problem versus a support issue? It is usually a settings problem you can fix yourself: the flow is off, the client has no valid email, the client is marked Excluded, or you are still inside the hourly sync window. Contact support if the prerequisites are all met, more than an hour has passed, and a test check on yourself also fails to send.