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Onboarding and verification

Learn how to onboard your sub-merchants and move them through the KYC verification process.

With Adyen for Platforms, you can choose from the following sub-merchant onboarding options:

After we receive information from you or directly from your sub-merchant, we automatically conduct required verification.

Each sub-merchant will need to go through Know Your Customer (KYC). KYC is the process of a business (Adyen) identifying and verifying the identity of its clients (your sub-merchants). This is required by payment industry regulations.

We categorize the required information for verification into these check types:

Refer to Verification checks for required information per check and per country.

You also have the option to use your existing KYC process.

Suspension deadline

Adyen requires additional information about the sub-merchant in order to pay out. Sub-merchants are usually required to provide more information for verification checks in the following scenarios:

  • After the sub-merchant processes their first payment.
  • After the sub-merchant starts processing payments at a higher tier.

You need to collect the required information within a deadline. If you fail to provide the information to Adyen, the sub-merchant's corresponding account holder status will be changed to inactive, and eventually suspended.

The change in the account holder status takes effect based on the following deadlines:

Deadline    Account holder status Description
30 days after the account holder was required to provide information Inactive The account holder status is changed to Inactive. Payouts are temporarily disabled. You can still update the account holder data in order to proceed with the verification checks.
42 days after the account holder status was set to Inactive Suspended The account holder status is changed to Suspended. All payments that have not been paid out to the account holder are refunded.

If you want to update the account holder data to continue with the verification checks, you must unsuspend the account first.

You can collect information from the sub-merchant and continue the verification check at any time. When they pass the verification check, the deadline is removed and the account holder status is set back to Active. They can also start processing payments and payouts again.

For example, if a new sub-merchant signs up, and processes their first payment transaction March 5th, they will be required to submit information for verification check. The following deadlines apply:

Account suspension

If you want to collect information in order to continue verification checks after May 18th, you must unsuspend the account holder. You get an additional 42 days to provide the required information before the account holder is suspended again.

Unsuspend an account holder

When you unsuspend an account holder, the deadline is reset. You get an additional 42 days to provide the account holder's information before the account holder is suspended again. You can unsuspend the account holder as many times as you need to.

To unsuspend the account holder:


  • In your Customer Area, go to the Sub-Merchant Overview, find the account holder, and select Unsuspend Account Holder.

After the account holder is unsuspended, the status changes from Suspended to Inactive, allowing you to update the account holder's information.

If you think that the account holder will never process payments again, you can permanently close the account holder. Note that this action is irreversible.

Multiple verification attempts

It is possible your account holder might provide information several times for a given verification check without Adyen being able to validate them. In these cases, the verification check status will change to RETRY_LIMIT_REACHED.

Each check has its own means of resolving the RETRY_LIMIT_REACHED status. Refer to Verification check for each check and how to resolve RETRY_LIMIT_REACHED.

Failing to resolve the RETRY_LIMIT_REACHED will put the verification check under manual review.

Verification statuses

Each verification check has an accompanying Verification status, which reflects where the account holder is in the verification process and whether more information is required.

Whenever a verification check is updated, you will receive an ACCOUNT_HOLDER_VERIFICATION notification specifying the check that was updated and its new status.

All account holder and account changes, including creation, notifications will be communicated to you via webhooks. Use our Notification Configuration API to configure your webhooks. You also can find a list of all notifications in Notifications.

Using your own KYC process

If you already have your own KYC process, you may be eligible to continue using it and we would not perform any validation on your account holders.

We will need to audit and approve your KYC process. Reach out to our Support Team if you are interested in using your existing KYC processes.

Once approved, you will still need to upload all the information of your account holders but we won't perform any validation.

Choose your onboarding implementation

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