Onboarding and verification statuses (KYC)
Onboarding is the identity check our payment provider runs before it will move money for you. The industry calls it KYC, for “know your customer”. Every regulated payment platform does it, and a bank does the same thing when you open an account.
Settings → Payments shows a Verification Status for your payment account. It is the provider’s verdict on your business identity, and it decides which capabilities are active.
The four statuses
| Status | What it means | What to do |
|---|---|---|
| Verified | Your account is fully verified. Every capability your organisation is enabled for is active. | Nothing. |
| Verification Pending | Your verification is being processed. | Wait. Most complete within one business day. Some businesses are asked for more documents, which takes longer. |
| Action required | Something in your verification needs resolving. | Open Error Details, fix what it names, then complete onboarding again. |
| Verification Rejected | The provider has rejected your verification. | Contact support. This is not fixable by resubmitting the same details. |
The panel also shows when the status was last updated. Statuses come from the provider, so a change you make there takes a moment to appear here.
Capabilities
Each capability carries its own state, so part of your account can work while the rest waits.
| Capability | What it lets you do |
|---|---|
| Receive payments from orders | Be paid for work you perform on someone else’s order |
| Receive payouts | Have money transferred to your bank account |
| Process customer payments | Take payment from your own customers |
Verification deadlines
The provider can need more information to keep a capability active. The panel then lists it under Verification Deadlines, with the expiry date and the capabilities at stake. Complete onboarding before that date. Past it, the capability stops working and payouts stop with it.
Error details
Error Details lists each open issue with the provider’s own code and message. Two come up often:
- Terms of Service not accepted: an authorised signatory still has to sign. Use Quick setup on the dispatching step, or complete onboarding again.
- Address and identity mismatches: the details you entered under Settings → Company do not match the business register. Correct them there first, then complete onboarding again.
If an error is not clear from its message, send us the code and we will tell you what the provider is asking for.
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