KYC during onboarding

How to Help a Cardholder with KYC Issues

Why is KYC necessary for cardholders?

KYC (Know Your Customer) is a mandatory process for verifying a cardholder’s identity to comply with regulations and prevent fraud. Completing KYC is required before certain account features, such as creating a card can be performed.

What should a cardholder do if they encounter issues while completing KYC?

If a cardholder experiences problems with KYC, guide them through the following troubleshooting steps:

1. Ensure document clarity and validity: If the cardholder’s documents are blurry, expired, or do not meet the required standards, the KYC verification may be rejected. Advise the cardholder to submit clear, valid documents.
2. Technical issues: If the page isn’t loading or the submission fails, ask the cardholder to refresh the page, log out, or try again on a different device or browser.
3. Contact support: If the issue continues, advise the cardholder to reach out to either Immersve or your designated KYC provider, depending on who is handling KYC for your project.
   
   

What are common errors that might occur during KYC?

Here are some common issues that may arise during the KYC process:

1. Rejected documents: If the cardholder submits expired or invalid documents, or the images are unclear, the KYC verification may fail.
2. Incomplete information: If the cardholder hasn’t provided all required information (e.g., missing address proof or selfie), the KYC process cannot be completed.
3. Technical issues: System errors or network issues may prevent the KYC process from moving forward. Advise the cardholder to retry after checking their connection or restarting the app or portal.
4. Account restrictions: In some cases, the cardholder’s account may be restricted due to regulatory requirements or previous KYC rejections, preventing them from proceeding.
   
   

Why might a Cardholder's KYC be declined?

1. Blurry or unclear documents: If the submitted identification or proof of address is blurry, out of focus, or not legible, the KYC verification process may fail due to the inability to accurately verify the details.
2. Expired or invalid documents: Documents such as a passport or driver’s license must be valid and not expired. If the cardholder submits an expired ID, it will be rejected.
3. Mismatched information: If the personal information (e.g., name, address, or date of birth) on the documents does not match the information provided in the account, the KYC may be declined.
4. Unacceptable document types: Some documents may not meet the KYC provider's requirements (e.g., using a gym membership card as proof of identity instead of an official ID like a passport or driver’s license).
5. Corrupted or incomplete file uploads: If the documents are not fully uploaded or the files are corrupted, the system may not be able to process the information, leading to a declined KYC.
6. Selfie verification failure: If the selfie doesn’t match the photo on their ID or if the image quality is poor, it may lead to rejection.
7. Regulatory issues or restrictions: If there are compliance or regulatory concerns based on the cardholder's country or the type of account being opened, the KYC may be automatically declined due to jurisdictional restrictions.
8. Suspicious or fraudulent activity: If the KYC provider detects any signs of suspicious or potentially fraudulent behavior during the document submission process, the application may be flagged and declined.
   
   

How long does KYC verification take?

• Time frame: KYC verification typically takes a few minutes to a few business days, depending on the verification method and whether additional manual checks are required.
• Notification: If using Immersve KYC, cardholders will be notified via email once their KYC status is confirmed or if additional documents are required.
  
  

How will Immersve assist with KYC issues?

If Immersve is responsible for managing KYC on behalf of your project:

• Investigate KYC issues: If a cardholder encounters any problems with the KYC process, we will investigate the cause, whether it is related to document verification, technical errors, or submission problems.
• Guide the cardholder through the process: We will provide guidance on how to resolve KYC-related issues, such as submitting correct documents or addressing technical errors, to ensure smooth completion.
• Ensure regulatory compliance: Immersve will ensure that the KYC process meets all required regulations and security standards.

If Immersve is your KYC partner, direct all cardholder KYC-related queries to help.immersve.com.

If Immersve is not responsible for managing KYC for your project:

• Refer to your KYC provider: Ensure that your internal team or designated KYC provider handles cardholder inquiries related to KYC verification, document submission, and any errors they may encounter.