Resolve rejected documents - MoonPay Enterprise

1. Find your customer

Open Compliance > Change Requested: customers with one or more rejected items.

Compliance page on the Change Requested tab with one customer listed

2. Read the reason

Click the row > Requirements: the rejected item carries its reject reason, for example that screenshots are not accepted and the original photo or scan is needed, along with whether it’s marked Retryable. Pass the reason on to the customer only if it’s retryable.

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

Copy KYC & Terms link, if the item is retryable: send the customer the link again so they can resubmit it themselves.
Upload documents, top right of the Requirements section: submit a replacement yourself. It lists only the rejected documents, each with its review comment and issuing country, and accepts JPEG, PNG, PDF, WebP, GIF, TIFF, HEIC or HEIF up to 10 MiB.

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, or there’s no clear indication that it can be, 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.