While you are directly responsible for the above, our verification methods and support tools help you easily manage and automate different parts of the processes. Additionally, you have access to Adyen's support team<\/a> to help troubleshoot any issues related to user verification.<\/p>\n This page explains how to manage these processes effectively and describes the resources and tools that Adyen provides to help you succeed.<\/p>\n In this guide, the terms users<\/em> and account holders<\/em> refer to your customers.<\/p>\n<\/div>\n Adyen offers two types of onboarding:<\/p>\n Recommendation<\/strong><\/span><\/span> A legal entity contains information about your user, for example, the legal name, address, and tax information. Adyen uses this information to perform verification checks. Adyen supports the onboarding of the following legal entity types<\/a>:<\/p>\n When onboarding users, consider the following:<\/p>\n Recommendation<\/strong><\/span><\/span> By default, platforms go through the full verification process upfront. All necessary information for KYC checks is collected and verified during account creation. After the required verification information is confirmed and the KYC checks are completed, there will be no need to request additional information from users.<\/p>\n Recommendation<\/strong><\/span><\/span> The verification information of your users is first reviewed using an automated process to verify the accuracy of the individual or business data. If Adyen cannot automatically verify the information or if the results are inconclusive, a manual review<\/a> will be performed. If the verification information cannot be validated, an error message<\/a> is generated.<\/p>\n Below is a diagram illustrating how the verification flow works.<\/p>\n \n Learn more about how Adyen verifies your users<\/a>.<\/p>\n A manual review of the verification information may be required when:<\/p>\n Manual reviews are generally processed within 48 hours. If the manual review takes longer than 48 hours, you can contact our Support Team<\/a> using the support template<\/a>.<\/p>\n Recommendation<\/strong><\/span><\/span> Any business that collects, processes, stores, or transmits cardholder data is subject to comply with guidelines<\/a> set out by the Payments Card Industry Security Standards Council (PCI). These guidelines protect the systems and processes that interact with sensitive data like card numbers and personally identifiable information.<\/p>\n Additionally, as a platform, you are typically responsible for managing verification checks and payouts in a compliant manner. However, when your users accept Adyen's Terms of Service, that compliance responsibility is transferred to Adyen.<\/p>\n Adyen relieves you as a platform and your users of most PCI obligations. However, some requirements remain. Your can choose from the following options to demonstrate your PCI compliance:<\/p>\n Your users need to submit a simple version of a PCI questionnaire:<\/p>\n Your users need to accept Adyen's Terms of Service before they can take any actions on your platform. Depending on the type of onboarding, one of the following options applies:<\/p>\n Explore our tips to streamline the onboarding and verification processes for your users, from designing an effective onboarding flow to utilizing the Customer Area for self-service options.<\/p>\n A well-designed onboarding flow<\/a> significantly enhances your users' experience and contributes to the growth of your business. Our research shows that the time it takes to onboard a user varies wildly. In some cases, users can complete the onboarding process independently in 5 minutes. For more advanced platform solutions, it may take 5 hours of a support agent's time to assist a user in getting started.<\/p>\n The duration of onboarding largely depends on the complexity of the platform solution, such as whether it involves setting up intricate hardware and how effectively the platform guides users through the entire process.<\/p>\n \n Here are some common initiatives to enhance onboarding performance:<\/p>\n To access the Customer Area and its features, you and your team must have specific user roles<\/a>.<\/p>\n<\/div>\n Adyen provides access to the Customer Area<\/a> for self-service options. There are a number of tools in your Customer Area to assist with user onboarding, including:<\/p>\n Recommendation<\/strong><\/span><\/span> To enable the KYC verification insights dashboard on your balance platform, reach out to your Adyen representative.<\/p>\n<\/div>\n The KYC verification insights dashboard<\/a> in the Customer Area<\/a> provides an overview of the onboarding performance of your account holders. This dashboard enables you to identify and prioritize areas for optimization to reduce the most frequent onboarding errors. You can track changes through the metrics in the onboarding dashboard to drive further improvement.<\/p>\n The dashboard caters to four key use-cases:<\/p>\n \n If a manual review takes longer than 48 hours, you can Support Team<\/a> using the relevant template. You can also notify your Adyen representative.<\/p>\n In your request, include:<\/p>\nOnboarding types<\/h2>\n
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\nHosted onboarding is the best option for the majority of platforms. The benefits include:<\/p>\n\n
Legal entity types<\/h2>\n
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\nEnsure your users are onboarded with the correct legal entity type, have the correct formats for their verification information, and fulfill all the verification requirements by following our documentation. This streamlines onboarding and reduces the chances of users abandoning the onboarding journey before finishing it, commonly referred to as user drop-off. If necessary, you can change the legal entity type<\/a> for your user.<\/p>\nVerification process<\/h2>\n
\nMost platforms opt for upfront verification<\/a> to minimize potential user friction from later data requests.
\nSome ecommerce platforms opt for staggered verification<\/a>, to activate KYC checks as a user generates more transaction volume. Talk to your Adyen representative if this would be a better fit for your business.<\/p>\nAutomated data review<\/h3>\n
![\"\"](\"\/user\/pages\/docs\/05.platforms\/04.quickstart-guide\/02.onboarding-and-kyc\/verification-flow.svg\")
\n<\/a><\/p>\nManual data review<\/h3>\n
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\nQuickly address unsuccessful attempts to resolve issues and minimize user drop-off during the process. Here are some steps you can take:<\/p>\n\n
PCI documentation and Adyen\u2019s Terms of Service<\/h2>\n
PCI requirements for your business<\/h3>\n
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PCI requirements for your users<\/h3>\n
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Adyen\u2019s Terms of Service<\/h3>\n
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Onboarding recommendations<\/h2>\n
Design an onboarding flow<\/h3>\n
![\"\"](\"\/user\/pages\/docs\/05.platforms\/04.quickstart-guide\/02.onboarding-and-kyc\/onboarding-best-practicies.svg\")
\n<\/a><\/p>\n\n
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Use the Customer Area<\/h3>\n
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\nMake sure your support team knows how to use the full features of the Customer Area<\/a>. This will help your team assist users much faster than if they wait for Adyen support to address any issues.<\/p>\nInsights and monitoring<\/h2>\n
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![\"\"](\"\/user\/pages\/docs\/05.platforms\/04.quickstart-guide\/02.onboarding-and-kyc\/kyc-insights.svg\")
\n<\/a><\/p>\nSupport<\/h2>\n
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See also<\/h2>\n
![\"\"](\"https:\/\/docs.adyen.com\/user\/pages\/docs\/05.platforms\/04.quickstart-guide\/02.onboarding-and-kyc\/kyc-insights.svg\")
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