Manage account verification
This guide helps partner support teams manage account holder verification for their users. It covers the document collection and periodic review process that follows identification.
For technical reference on account holders and supporting documents, see Account holders and Supporting documents.
- Supporting documents must be submitted through the Dashboard. Dashboard upload requires backend configuration; raise a support request in your Dashboard to enable it.
- Re-KYC (verification renewal) is a periodic regulatory requirement. Swan manages the process and contacts the legal representative directly.
- Account holders have 90 days to complete Re-KYC. If they don't complete it in time, Swan suspends the account. If the account holder has multiple accounts, Swan suspends all of them simultaneously.
- You can't correct data mismatches yourself. Raise a Swan Support request in your Dashboard.
Understand account verification
Swan verifies every account holder before an account is fully usable. Your part is collecting documents, tracking status, and escalating when something stalls.
Supporting documents are files Swan requests from account holders to verify identity, confirm company details, or meet regulatory requirements. They can be requested during onboarding or at any point in the account lifecycle.
Re-KYC (verification renewal) is a separate process. It happens periodically, every 1, 3, or 5 years, and asks account holders to reconfirm their information through a secure portal. Swan manages Re-KYC directly; your role is to monitor status, handle user questions, and escalate when needed.
Swan is responsible for all verification decisions. You can upload documents, track statuses, and raise support requests on behalf of your users, but you can't approve, override, or speed up a review.
Upload supporting documents
Dashboard upload requires a backend configuration change. Raise a support request in your Dashboard to enable it.
Before you start, check that the onboarding status is Ongoing (Valid) and Swan has requested documents. If no documents are requested, there's nothing to upload.
- Go to Dashboard > Data > Onboardings.
- Open the relevant onboarding.
- Select the Supporting documents tab.
- Click + Upload another document.
- Upload the document in PDF, PNG, or JPG format (max 20 MB).
- Specify the document name, type, and purpose. See Supporting documents.
- Repeat for all required documents.
- Click Request review when all documents are uploaded.
Check document statuses
| Status | What it means | What to do |
|---|---|---|
WaitingForUpload | Document requested but not yet uploaded. | Upload the document or ask your user to provide it. |
Uploaded | Document uploaded, pending review. | Wait for Swan's review. Once submitted for review, you can't upload additional documents or change existing ones until the review is complete. |
Validated | Document accepted. | No action needed. |
Refused | Document didn't meet requirements. | Check the refusal reason and upload a corrected version. |
NotUploaded | Request expired without upload. | Raise a support request in your Dashboard if the document is still required. Include the account holder ID, onboarding ID, and required document type. |
Handle common refusal reasons
| Reason | What to do |
|---|---|
ExpiredDocument | Ask your user for a current version. |
BadDocumentQuality | Ask for a clearer copy with full pages, front and back. |
InvalidDocument | Check the required document type and upload the correct one. |
| Information mismatch | Check the details against the account holder's registered information. If the mismatch persists, raise a support request in your Dashboard. |
For the full list of refusal reason codes and solutions, see Supporting document refusal reasons and solutions.
Manage Re-KYC (verification renewal)
Re-KYC is a periodic regulatory requirement where account holders reconfirm their information through a branded portal. Swan manages the process end to end. For full details on triggers, the timeline, notification options, and status values, see Account holders.
Check Re-KYC status in the Dashboard
To monitor an account holder's verification renewal status, go to Dashboard > Data > Account holders and open the relevant record. The status updates to Completed once Swan approves the submission.
Configure Re-KYC notifications
Communication preferences determine who receives the portal link and reminders: the user, the partner, or both. To set up or change your configuration, raise a support request in your Dashboard.
Regain access to a suspended account
Account reactivation after Re-KYC suspension isn't instant. It requires Swan's review. See Account holders for background on the suspension process.
- Direct the legal representative to the most recent portal link and tell them to complete the renewal steps.
- Once they submit, the legal representative contacts Swan Support using the link in the email. Alternatively, your team can raise a Swan Support request in your Dashboard on their behalf. Include the account holder ID and Re-KYC submission date.
- Swan reviews the submission and re-enables the account once approved.
If the account remains suspended after review, Swan may permanently close it. Set this expectation with your user if relevant.
Fix common account verification issues
Resolve a "Some ID information doesn't match" error
If a user's account shows a "Some ID information doesn't match" error, this is a data-level mismatch between the account holder's registered details and verified information. The user can't resolve this by retrying identification.
Raise a support request in your Dashboard with the account ID and the specific field that doesn't match. You can't correct a name, address, or company details yourself.
Resolve an account stuck in "waiting for information"
If an account or onboarding is stuck in a "waiting for information" state, this usually means Swan hasn't yet received a required document or piece of information.
- Go to Dashboard > Data > Onboardings and check the Supporting documents tab for any outstanding requests.
- Upload any missing documents and click Request review.
- If no documents are outstanding and the status hasn't updated after 5 business days, raise a support request in your Dashboard with the account holder ID and onboarding ID.
Contact Swan Support
Raise a Swan Support request in your Dashboard if:
- A document collection status is
NotUploadedand the document is still required. - A document was refused and the user has addressed all visible issues, but the status hasn't updated.
- Re-KYC was completed, but the account hasn't been re-enabled after 10 business days.
- You need to configure Re-KYC notification preferences.
- You need a new Re-KYC portal link for an expired link.
- A user sees a "Some ID information doesn't match" error on their account.
- An onboarding is stuck in "waiting for information" and there are no outstanding document requests.
Include in your request:
- Account holder ID
- Onboarding ID (for document issues)
- Re-KYC submission date (for Re-KYC issues)
- The specific field, document type, or error message
- Steps already taken
Swan can't share the specific criteria used for verification decisions. This is a regulatory requirement.
Share these articles with your users
Share these Support Center articles with users who have questions about account verification:
- Company account onboarding: required documents
- Confirm personal details again (Re-KYC)
- Supporting document refusal reasons and solutions
You can also use these articles as a starting point to create your own FAQ or help center content, tailored to your product's terminology and your users' specific context.