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KYC Onboarding and Review

Goal: Work through the KYC verification queue — review submitted documents, approve or reject them, and keep customers moving through the onboarding stages until their account is fully activated. Who does this: Compliance Before you start: Document types and onboarding stages must be configured before customers can submit documents. If the queue is missing document categories or stages, see KYC & Onboarding for setup steps.

Steps​

  1. Compliance Open the document verification queue. Navigate to KYC → Documents. The queue lists every customer submission with its type (e.g., Passport, National ID, Utility Bill), submitted date, and current status (Pending Review, Verified, Rejected, Expired). See KYC & Onboarding.

  2. Compliance Click a pending document to review it. The document image or PDF is displayed alongside the customer's profile information.

  3. Compliance Check the document against these criteria:

    • Authenticity — Look for signs of tampering or editing.
    • Details match — Name, date of birth, and other fields must match the customer's profile.
    • Expiry — The document must not be expired.
    • Image quality — All text and photos must be legible.

  4. Compliance Take an action:

    • Verify — Mark the document as verified. The customer advances toward the next onboarding stage.
    • Reject — Reject with a specific reason (e.g., blurry, expired, doesn't match, suspected fraud). The customer is notified and prompted to re-upload.
    • Request Re-upload — Ask the customer to submit a clearer copy without fully rejecting them.

  5. Compliance Use bulk actions for high-volume queues. Select multiple documents with the checkboxes and apply a bulk Verify or Reject action, or assign documents to a specific team member for review.

  6. Compliance Check the customer's onboarding stage from their profile. Navigate to the customer's profile to see their current onboarding stage, completed steps, and what remains. If needed, use the Override action to manually advance or regress a customer's stage (admin-level permission required).

What happens next​

When all required documents for a stage are verified, the customer advances to the next onboarding stage — automatically if that stage is configured for auto-advance, or manually otherwise. Once all stages are complete, the customer's account is activated and they can fully access the platform.

Rejected documents are archived for audit purposes. The original submission is retained even after re-upload.

To verify: in KYC → Documents, the document status should update from Pending Review to Verified or Rejected. Check the customer profile to confirm their onboarding stage reflects the update.