Sometimes there may be an issue with the proof of identity documents that your client has uploaded and their VOI will require a review and manual approval. This could be simply because their scan is not entirely clear or there could be a discrepancy with their names etc.
The user that has initiated the eCAF will be notified via email but you will also be able to see the status via the transaction status link
If this is the case simply click here to follow the steps on how to conduct a review and manually approve.
For further information on the Transaction Status click here