How to Help a Cardholder When Their KYC Status Has Been Changed
Why might a cardholder's KYC status change?
A cardholder’s KYC status may change for several reasons. When assisting them, consider these common causes:
- Incomplete verification: The cardholder may not have submitted all the required documents for KYC verification, or the submitted documents may not meet the verification standards.
- Expired or outdated documents: If the cardholder’s identification documents have expired or are no longer valid, their KYC status may change to "pending" or "incomplete."
- Suspicious or inconsistent information: If there are discrepancies or inconsistencies in the cardholder’s personal information, we may flag their KYC status for further review or require additional verification.
What should a cardholder do if their KYC status has changed?
If a cardholder’s KYC status changes, guide them through the following steps:
- Review the notification or message: Advise the cardholder to carefully read any notifications they received regarding the change in their KYC status to understand what specific actions are required.
- Submit any missing or updated documents: Instruct the cardholder to upload any requested documents (such as proof of address or identification) if their KYC status was changed due to missing or outdated information.
- Contact support for clarification: If the cardholder is unsure why their KYC status changed, encourage them to reach out to your support team for further explanation.
How will Immersve assist with KYC status issues?
If Immersve is responsible for managing KYC for your project, you can escalate the issue to us for further assistance. Once the issue is escalated, we will:
- Investigate the reason for the status change: We’ll review the cardholder’s account and submitted documentation to determine why their KYC status changed.
- Provide guidance on required actions: Depending on the reason for the status change, we’ll help you guide the cardholder in providing any additional documentation or correcting any issues with their submission.
- Reinstate the correct KYC status: Once all necessary documents are verified and any issues resolved, we will update the cardholder’s KYC status and restore full account functionality if applicable.
If Immersve is not managing KYC for your project, please refer to your designated KYC provider for assistance with any status issues.