How to Handle Profiles Marked as Waiting for Review

This guide provides instructions for KYC operators on processing profiles flagged for review in the KYC dashboard.

Logging In and Filtering Profiles:

• Log in to the KYC dashboard and select the desired service.
• To view profiles with a "Waiting for Review" status, use the filter located in the upper-left corner of the screen. Select "Waiting for Review" under the Status category.

 

Reviewing Profiles

1. Open the profile.

2. Review the flagged certificate(s). 

• Flag certificates (yellow certificates) indicate potential issues with a profile.
• Click "ATTENTION REQUIRED" on a flagged certificate that reveals details about the problem.

More explanation about the certificate results can be found in Understanding the KYC Certificate Results and Certificate Expiration

Upon verifying the data, you will need to take the following actions:

3. Assign to self: For assigning profiles to yourself, please review more at Assigning a case to another operator

4. Start Review: Process the profile by clicking on the “START REVIEW” button at the bottom left of the profile.

A pop-up will appear confirming that the profile status will change to 'In Review'. Click “START REVIEW” again to proceed.

5. Edit/ Approve/ Reject/ Block a profile.

Based on your review, you can take one of the following actions:

Edit: After reviewing the certificate results and comparing the data, operators with a Manager role can edit the User Information section if any of the following details are incorrect:

• Given Name

• Family Name

• Date of Birth

• Country and Residential Address (if the Proof of Address check is enabled)

There is no option to reject this information. Instead, directly editing the data ensures a more efficient process.

After updating the information, you can choose RESUBMIT FOR CHECKS if you would like to generate a new certificate based on the updated data. The RESUBMIT FOR CHECKS feature is available for AML Verification and Proof of Address Verification.

Approve: If everything is valid, click the "APPROVED" button at the bottom-left of the profile overview and submit.

You may update the approval message if needed, then click “APPROVE AND NOTIFY USER” to complete the process.

Reject: If attributes are invalid, click "REJECT" for the specific attribute(s) and provide a reason for rejection with action required from a user. You can choose a pre-defined reason or write your own.

You can create a message template to reuse as a reason for other profiles. For guidance, refer to this article: Dashboard Settings: Reviewer Messages

After rejecting all invalid attributes, click the "REJECT" button at the bottom-left of the profile overview and submit.

You may update the Rejection message for the profile if needed, then click “REJECT AND NOTIFY USER” to complete the process.

Users will receive a notification that their profile has been rejected, along with a button to fix and resubmit. After logging in, they will see the rejection reason for each attribute you rejected and will be able to update and resubmit their profile.

Block: In cases of suspected fraud (fake documents or mule accounts), an undetermined False Positive AML result, or a True Positive AML result, consider blocking the profile. Click "BLOCK" in the Summary tab, edit the message if you want, and click "BLOCK AND NOTIFY USER".

You can disable notifications to prevent the system from informing users that their KYC profile was not accepted. Note that the user will still see the 'NOT ACCEPTED' status when they log in to their Identity Account if they get blocked.

The same button is used to unblock a profile if you want, allowing you to resume the review process.