Service / Support
Support.
If something in Koheriant Verify is not working, or you cannot see how to do what you need, write to us and a person at Bureau St. James, LLC will answer.
How to reach us
Email hello@koheriant.com. Tell us your firm, what you were doing, and what you saw, and include a screenshot if it helps. Where it concerns one file, give us its reference rather than your client’s name, and do not send us your client’s documents or personal details by email: they belong in Verify, not in an inbox.
When we answer
Monday to Friday, 09:00 to 17:00 CET. You will have a first response within one business day. A message that arrives outside those hours is answered on the next business day.
What support helps with
Using Verify: signing in and giving your colleagues access; sending a link to a client; a client who cannot open or finish the form; emails that have not arrived; screening results that have not appeared; exports; your firm’s settings; and billing. If you think something is wrong with the service itself, the status page shows whether Verify and the screening provider are responding right now.
What support does not do
We are a software company and support is about the software. We do not give legal advice, we do not review your client files, and we do not tell you whether a client should be accepted, whether a risk rating is right or whether a possible screening match is your client. Those decisions belong to your compliance officer, and what your law requires of you is a question for your own counsel.
If you are a firm's client
The firm that sent you the link holds your file and decides what happens to it, so questions about your file, and requests about your personal data, go to the firm. If you write to us instead, we pass your request on to them and tell you we have.
Security and data protection
To report a suspected security problem, write to the same address with “Security” in the subject. How we handle your clients’ data is in the data processing agreement and our privacy notice.