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Onboarding a customer is rarely just an API call. Documents get rejected, a customer stalls halfway through verification, compliance asks for source of wealth. Those are support and operations problems, not engineering problems. The dashboard is built for that. Your support and operations team can see exactly where a customer is stuck, and fix it themselves: share a fresh verification link, upload a replacement document, start enhanced due diligence. No ticket to your engineers, no deploy, no API call. Everything below is also available programmatically. See API parity for the endpoint behind each action.

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Where to work: the Compliance page

Compliance is the queue. Its tabs tell you what kind of problem you have, and clicking any row opens a side panel titled Compliance Review, which is where the work happens. The panel carries the whole picture for one customer: Sections only render when there is something to show, so a customer who has not submitted a questionnaire has no questionnaire card. The action buttons at the bottom of the panel are the same in every tab, which is why the workflow below barely changes between cases.

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Help a customer finish onboarding

1

Find them

Open Compliance and start on the Incomplete tab. These customers started but have not submitted everything, so there is nothing for compliance to review yet.
Compliance page on the Incomplete tab, listing two customers with ID, name, email and created date
2

See what is missing

Click the row. Read Requirements (beta) in the panel: it names each outstanding item rather than just saying the customer is incomplete.
Compliance Review panel showing Requirements with proof of residence and KYC questionnaire marked Missing and an identity document marked Pending Review
3

Send them a link

Click KYC & Terms link. This opens the Generate onboarding link dialog, and confirming mints a link covering verification and terms signing and copies it to your clipboard, so you can paste it into whatever channel you already use with that customer.Tick Email the link to the customer in the dialog if you would rather MoonPay Enterprise send it to them directly. The link is copied either way, so you can do both.
4

Reuse it later

Once a link exists, the button becomes Copy KYC & Terms link and copies the existing one instead of minting a new one. Chasing the same customer twice does not invalidate the link you already sent.
The same panel after minting, with the footer button now reading Copy KYC and Terms link

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Help a customer whose documents were rejected

1

Find them

Open the Change Requested tab. Compliance reviewed these customers and rejected one or more items.
Compliance page on the Change Requested tab with one customer listed
2

Read the reason

Click the row. The rejected item in Requirements (beta) carries its reject reason, for example that screenshots are not accepted and the original photo or scan is needed. Pass that reason on rather than asking the customer to guess.
Compliance Review panel with a company documents requirement marked Rejected and Retryable, showing the reject reason that screenshots are not accepted
3

Fix it, one of two ways

If the item is retryable, send the customer back through with Copy KYC & Terms link.Or resolve it for them: Upload documents in the top right of the Requirements section takes replacement copies directly. It lists the documents that were actually rejected, each with its own review comment and an issuing country, and accepts JPEG, PNG, PDF, WebP, GIF, TIFF, HEIC or HEIF up to 10 MiB. Useful when the customer has already emailed you the document and you would rather not send them round the loop again.
Upload replacement documents dialog listing a certificate of incorporation and a shareholder registry, each with its review comment, a file picker and an issuing country
4

Start over if it is terminal

If the item is not retryable, Create new KYC starts a fresh verification instead. The new identification becomes the customer’s active KYC and they start again from the beginning; earlier identifications stay in the history.
Create a new KYC confirmation dialog explaining that the customer must complete verification again from the beginning
Upload documents appears only when the outstanding item is a retryable document requirement, and only for team members whose role carries the UploadIdentificationDocument permission. If you cannot see the button, either the blocking item is not a document or your role does not allow it. The section is labelled beta.

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Help a customer through EDD

Enhanced due diligence means MoonPay Enterprise needs more than standard verification before approving a customer, typically evidence of where their money comes from.
1

Find them

Open the EDD tab. Treat it as highest priority: these customers cannot be approved until the extra checks clear.
Compliance page on the EDD tab, listing two customers who need enhanced checks before approval
2

Confirm what is being asked

Click the row. Identification Details shows a With EDD badge on the identification, and the panel’s Help your customer guidance names what to collect:
  • Source of wealth: documents showing where their funds come from
  • Proof of address: a recent document showing their name and address
Compliance Review panel with Help your customer listing proof of address and source of wealth, and an Enhanced due diligence row badged With EDD
3

Guide them through it

Expand either guidance item to get a message written for the customer, listing the documents that are accepted and the rules they have to meet, with a copy button next to it. Send that alongside the KYC & Terms link button, which takes them into the EDD flow. If they have already emailed you the document, Upload documents submits it for them instead.
The source of wealth guidance expanded into a copyable message listing accepted documents such as payslips, portfolio statements and sale contracts
4

Escalate a standard customer into EDD

For a customer not yet in EDD, Trigger EDD starts the enhanced process. It does not appear for customers already in EDD, because there is nothing to start.
Trigger Enhanced Due Diligence confirmation dialog, opened from a standard customer's panel
For individuals this is source of wealth. source_of_funds appears as a questionnaire field name and in business verification, but the evidence being requested of a person is source of wealth.

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API parity

Nothing here is dashboard-only guesswork. Each action maps to an endpoint, so you can automate the same workflow once you know which cases are common for your customers.
Two panel actions have no public endpoint today: Upload documents, and the combined onboarding link that covers verification and terms signing in one URL. Programmatically, mint a verification link with identifications/v2 and drive signings through the signings endpoints. Everything else in the table is a direct equivalent.
See Onboarding for the full API flow, and Webhooks to get told when a customer’s status changes instead of watching this page.