Create and Manage Cases

Learn how to create and manage cases in Trustform.

Create a New Case

To create a new case, follow these steps:

1

Click Create Case

This button is located in the Cases tab of the relevant client account.

2

Create the Сase

• Select the case type – Identity Verification, Information Request, KYC update request and Document update. Other case types may also be available, depending on your workspace configuration.

• Enter the client’s email address.

• For the Identity Verification type, you also have to choose an Individual entity.

3

Fill in the Сase details

• Enter a description of the information you are requesting.

• Optionally, specify a Due Date – the latest expected response date.

• You can click Save Changes to return later – the case will be saved as Draft.

• Click Send Request to send it to the client. The client receives an email notification about the new request.

Manage cases

You can monitor and control all created cases from the Cases tab.

Track the status of cases

All created cases are stored in the Cases tab. Use search and filters to find a specific case – for example, by Case ID, client name, or case author.

Revoke a request if necessary

If the request is no longer relevant, open the case and click Revoke Request in the top-right corner. The client receives an email notification. If they open the request link, they will see a message that the case has been revoked and will no longer be able to submit any information.