Reminders and expiry
Once a customer submits an address, Scrya has a set window to confirm it. This page covers how long each step lasts, what happens when monitoring expires, and how to follow up with a customer.
How long each step lasts
| What | How long |
|---|---|
| Monitoring a submitted address | 24 hours from when the customer submits it. Expired can take up to an hour longer to appear. |
| Wallet signature check | Straight away when the customer submits the signature |
| Wallet balance check while monitoring | Usually within 15 minutes |
| Exchange check | Straight away when the customer submits their API key |
| Message the customer signs in their wallet | 15 minutes. A signature submitted after that fails, and the customer signs a fresh message. |
| Customer invitation link | The email says 24 hours |
| Reminder email to the customer | Once, 7 days after you create the request, if they still haven’t started at least one of its holdings |
| The request itself | It stays open until it’s verified, rejected, completed, closed or cancelled. If every address has a result, at least one failed or expired, and nothing changes for 7 days, Scrya closes it as Failed or Expired. |
While an address is being monitored, its row on the request shows the time left, for example “23h 10m remaining”.
When monitoring expires
If Scrya can’t confirm an address within 24 hours:
- The address status changes to Expired. The request itself stays open and keeps its status, so the customer can try again.
- Scrya emails every Business Admin and Business User in your organisation. The subject is “Verification expired for” followed by the customer’s name. Click View in Dashboard to open the request.
- The customer sees Monitoring period expired on the address, with a Start new verification button. This resets the address so they can submit it again.
You can’t restart an expired address for the customer. If they don’t act, contact them.
If every address on the request has a result (verified, rejected, failed or expired) and nothing changes for 7 days, Scrya closes the request. It becomes Failed if any address failed, otherwise Expired. After that the customer can’t start again on that request, so create a new one if you still need proof. You aren’t emailed when Scrya closes a request. See Request statuses.
Reminding a customer
Automatic reminder
Scrya emails the customer once, 7 days after you create a request, if they haven’t started verifying at least one of its holdings. The subject is “Reminder:” followed by your organisation’s name. The email lists only the holdings still waiting for them, and has a Complete Verification button that opens their portal.
Scrya doesn’t send the reminder when:
- the customer has started every holding on the request (for example, they’ve signed a wallet message or connected an exchange)
- the customer started the request themselves from their portal
- the request is no longer open
- the customer has no email address
- an earlier email to the customer bounced or was marked as spam
The reminder is sent once only. It can arrive up to an hour after the 7 days end. You aren’t emailed when a reminder goes out.
Following up yourself
- If the customer hasn’t set up their account, resend their invitation. Click the send icon on Customers, or Resend Invite on Customer Details. You can resend at any time. See Adding customers. The reminder email also tells them to use their invitation email or ask you for a new one.
- If the customer already has an account, contact them directly. There’s no button to resend the request email. They can find the request by signing in at https://app.scrya.io.
Adding assets to a customer’s open Pending request doesn’t send a new email either.
Troubleshooting
- The customer says their invitation link doesn’t work. It may have expired. Resend the invitation.
- An address keeps expiring. Contact support@scrya.io and include the customer’s name and the request date. See Contact support.
- You see a reference such as ERR-XXXX-XXXX. See Error references.