Read a customer's status

Two statuses decide what happens next. The customer status says whether the customer can transact. The verification status, shown as Identification Status, says where their latest KYC or KYB stands. Read both before you tell your customer anything. Customers shows both, in the Status and Identification columns, and filters on either one. The Compliance Review panel shows the verification status under Identification Details.

Verification status

Identification Status	What it means	Final?	What to do
Pending	Verification is open and the customer still has steps to finish	No	Send the KYC & Terms link. See Resume a stalled onboarding
Pending, item rejected and marked Retryable	Compliance asked for a correction	No	Pass on the reject reason and resend the link, or upload a replacement. See Resolve rejected documents
Processed	The customer submitted, and the submission is being checked	No	Wait. If Requirements still lists missing items, the customer has more to submit
Pending Review	Compliance is reviewing	No	Nothing. The tooltip reads “No further user action needed”
Approved	Verification passed		Check the customer status and their rails
Declined	Compliance rejected the verification	Yes	See Declined
Expired	7 days without progress	No	See Extend an expired KYC
Archived	Closed when the customer or the identification was archived	Yes	Nothing

Compliance > Change Requested holds customers with a rejected item of either kind. Check Retryable on the item and the Identification Status before you message the customer.

Declined

Declined is a final decision on that verification, and its items are not retryable. The customer’s old verification link stops working, so don’t resend it. Create new KYC starts a new verification, which compliance reviews from scratch. A hard rejection by compliance applies to the person, not the customer record: a new KYC, or a new customer for the same person, won’t change the outcome. The dashboard doesn’t show which kind of rejection applied, so contact support before you promise your customer another attempt.

Customer status

Customer status	What it means	What to do
`SigningsRequired`	Terms are not signed yet	Send the KYC & Terms link, which covers signing
`IdentificationRequired`	Verification is not finished, or a review or RFI paused the customer	Follow the verification status above, and check Compliance > RFIs. See Customer with an RFI pending
`Active`	The customer can transact	Check which rails are open for them
`Suspended`	The customer can’t transact	See Suspended
`Archived`	Permanently closed	Nothing. Archiving can’t be undone

Suspended

The reason for a suspension is not shown in the dashboard or the API, and a new verification doesn’t lift it. If the customer has an open request in Compliance > RFIs, answer it first. Otherwise contact support with the customer ID.

Do it over the API

Check	Endpoint
Customer status	`GET /api/customers/{id}`, `status`
Verification status and EDD flag	`GET /api/identifications/{id}`
Rejected items and whether they are retryable	`GET /api/customers/{id}/requirements`, `issues[].retryable`

retryable is true when the customer can correct and resubmit, false when the issue is final, and null when it isn’t known. Don’t treat null as permission to retry. See Mapping onboarding statuses in your app. Subscribe to the customer_status and identification_status webhooks to hear about changes as they happen.

Customer operations

Transaction operations

Automation

Verification status

Declined

Customer status

Suspended

Do it over the API

​Verification status

​Declined

​Customer status

​Suspended

​Do it over the API

Verification status

Declined

Customer status

Suspended

Do it over the API