---
title: "Onboarding and verification"
description: "Learn how to onboard your users and get them verified by Adyen."
url: "https://docs.adyen.com/platforms/quickstart-guide/onboarding-and-kyc"
source_url: "https://docs.adyen.com/platforms/quickstart-guide/onboarding-and-kyc.md"
canonical: "https://docs.adyen.com/platforms/quickstart-guide/onboarding-and-kyc"
last_modified: "2026-06-01T15:33:15+02:00"
language: "en"
---

# Onboarding and verification

Learn how to onboard your users and get them verified by Adyen.

[View source](/platforms/quickstart-guide/onboarding-and-kyc.md)

In order to start using your payments solution, your users must first complete their onboarding and Know Your Customer (KYC) verification checks. This is required by the payment industry regulations as a prerequisite to allow your users to be paid out. In addition, KYC serves as a protective layer to ensure that your user is real and to prevent fraudulent users from entering your platform.

As part of our agreement, your users will remain yours. Adyen does not have a commercial relationship with your users and will not communicate with your users directly. You are responsible for managing the relationship with your users, which includes:

* Collecting the required KYC information that meets the relevant verification requirements.
* Addressing users who have failed verification (for example, ensuring that they upload updated documents).
* Setting expectations with your users (for example, informing them of the expected duration of the verification process).
* Handling other forms of communication with your users.

While you are directly responsible for the above, our verification methods and support tools help you easily manage and automate different parts of the processes. Additionally, you have access to [Adyen's support team](/platforms/quickstart-guide/support#contact-adyen-support) to help troubleshoot any issues related to user verification.

This page explains how to manage these processes effectively and describes the resources and tools that Adyen provides to help you succeed.

In this guide, the terms *users* and *account holders* refer to your customers.

## Onboarding types

Adyen offers two types of onboarding:

* [Hosted onboarding](/platforms/onboard-users/#hosted-onboarding) (recommended): A ready-to-use solution that enables you to send your users to a page hosted by Adyen. On this page, Adyen takes care of the onboarding process and the user interface (UI). Adyen offers two different ways to implement hosted onboarding:

  * **Onboarding on invite**: In your Customer Area, request Adyen to create an account holder for your user. You then create a hosted onboarding link to redirect your user to enter their information.
  * **API-initiated**: Create resources and a hosted onboarding link by making API calls to several endpoints, and redirect your user to enter their information.

* [API-only onboarding](/platforms/onboard-users/#api-only-onboarding): A highly customizable solution that enables you to develop your own UI and make API calls to create resources, and collect and send user data to Adyen. This onboarding requires relatively high integration and maintenance effort. To speed up the integration process, you can use Adyen’s growing suite of [Onboarding components](/platforms/onboard-users/components/).

**Recommendation**\
Hosted onboarding is the best option for the majority of platforms. The benefits include:

* Faster time to market due to minimal development effort.
* Inclusion of regional requirements and localization from the start.
* Use of real-time verification for smoother onboarding.
* A future-proof onboarding environment designed to adapt seamlessly to changing requirements.
* Flexibility to transition to the API-only onboarding in the future, if necessary.

## Legal entity types

A legal entity contains information about your user, for example, the legal name, address, and tax information. Adyen uses this information to perform verification checks. Adyen supports the onboarding of the following [legal entity types](/platforms/verification-requirements/#legal-entity-type):

* [Individuals (with an associated legal arrangement)](/platforms/verification-requirements/?tab=individual_1_2)
* [Organizations](/platforms/verification-requirements/?tab=organization_0_1)
* [Sole proprietorships](/platforms/verification-requirements/?tab=sole_proprietorship_2_3)
* [Trusts](/platforms/verification-requirements/?tab=trust_3_4)
* [Unincorporated partnerships](/platforms/verification-requirements/?tab=unincorporated_partnership_4_5)

When onboarding users, consider the following:

* The available legal entity types differ based on the country or region in which your user operates.
* The legal entity type and operating country/region determines the [required verification information](/platforms/verification-requirements) that you need to collect.
* The [accepted format](/platforms/verification-requirements/data-formats-per-country/) for verification information varies based on the [country or region](/platforms/verification-requirements/onboarding-guidelines).

**Recommendation**\
Ensure your users are onboarded with the correct legal entity type, have the correct formats for their verification information, and fulfill all the verification requirements by following our documentation. This streamlines onboarding and reduces the chances of users abandoning the onboarding journey before finishing it, commonly referred to as user drop-off. If necessary, you can [change the legal entity type](/platforms/manage-legal-entities#change-legal-entity-type) for your user.

## Verification process

By default, platforms go through the full verification process upfront. All necessary information for KYC checks is collected and verified during account creation. After the required verification information is confirmed and the KYC checks are completed, there will be no need to request additional information from users.

**Recommendation**\
Most platforms opt for [upfront verification](/platforms/verification-overview/verification-types#upfront-verification) to minimize potential user friction from later data requests.\
Some ecommerce platforms opt for [staggered verification](/platforms/verification-overview/verification-types#staggered-verification), to activate KYC checks as a user generates more transaction volume. Talk to your Adyen representative if this would be a better fit for your business.

### Automated data review

The verification information of your users is first reviewed using an automated process to verify the accuracy of the individual or business data. If Adyen cannot automatically verify the information or if the results are inconclusive, a [manual review](#manual-data-review) will be performed. If the verification information cannot be validated, an [error message](/platforms/kyc-verification-codes/general-verification-errors/) is generated.

Below is a diagram illustrating how the verification flow works.

[![Diagram of the verification flow](/user/pages/docs/05.platforms/04.quickstart-guide/02.onboarding-and-kyc/verification-flow.svg)](/user/pages/docs/05.platforms/04.quickstart-guide/02.onboarding-and-kyc/verification-flow.svg)

Learn more about [how Adyen verifies your users](/platforms/verification-overview).

### Manual data review

A manual review of the verification information may be required when:

* Automated verification options are not available.
* Users choose to upload documents manually instead of using an automated verification option.
* Verification information cannot be validated automatically.

Manual reviews are generally processed within 48 hours. If the manual review takes longer than 48 hours, you can contact our [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other) using the [support template](#support).

**Recommendation**\
Quickly address unsuccessful attempts to resolve issues and minimize user drop-off during the process. Here are some steps you can take:

* Consume account holder [webhook notifications](/development-resources/webhooks/configure-and-manage) to get updates on account holder statuses and set up a process (automated or operational) to act on these notifications.
* Ensure that your teams are familiar with [common error codes](/platforms/kyc-verification-codes/general-verification-errors) to avoid encountering issues and to quickly resolve them if they do occur.
* Refer to [onboarding guidelines](/platforms/verification-requirements/onboarding-guidelines) and [requirements for document uploads](/platforms/verification-requirements/document-requirements) for more detailed information about onboarding requirements for particular countries/regions and document types.

## PCI documentation and Adyen’s Terms of Service

Any business that collects, processes, stores, or transmits cardholder data is subject to [comply with guidelines](https://help.adyen.com/en_US/knowledge/compliance/pci-dss-compliance) set out by the Payments Card Industry Security Standards Council (PCI). These guidelines protect the systems and processes that interact with sensitive data like card numbers and personally identifiable information.

Additionally, as a platform, you are typically responsible for managing verification checks and payouts in a compliant manner. However, when your users accept Adyen's Terms of Service, that compliance responsibility is transferred to Adyen.

### PCI requirements for your business

Adyen relieves you as a platform and your users of most PCI obligations. However, some requirements remain. Your can choose from the following options to demonstrate your PCI compliance:

* Submit a Self-Assessment Questionnaire (SAQ-D)
* Share your Attestation of Compliance (AoC) form provided by a Qualified Security Advisor (QSA)

### PCI requirements for your users

Your users need to submit a simple version of a PCI questionnaire:

* If you use hosted onboarding, your users will be asked to sign a simplified PCI Questionnaire as part of the onboarding process.
* If you use API-only onboarding, you need to [generate](/platforms/onboard-users/pci-forms#generate-questionnaires) a Self-Assessment Questionnaire (SAQ-A), show these to your users, and ask them to sign.

### Adyen’s Terms of Service

Your users need to accept Adyen's Terms of Service before they can take any actions on your platform. Depending on the type of onboarding, one of the following options applies:

* If you use hosted onboarding, your user will be asked to accept the Terms of Service as part of the onboarding process.
* If you use API-only onboarding, you need to [generate](/platforms/onboard-users/terms-of-service#get-document) the Terms of Service documents, show these to your users, and ask them to accept.

## Onboarding recommendations

Explore our tips to streamline the onboarding and verification processes for your users, from designing an effective onboarding flow to utilizing the Customer Area for self-service options.

### Design an onboarding flow

A well-designed [onboarding flow](https://www.adyen.com/knowledge-hub/platforms-onboarding-made-easy) significantly enhances your users' experience and contributes to the growth of your business. Our research shows that the time it takes to onboard a user varies wildly. In some cases, users can complete the onboarding process independently in 5 minutes. For more advanced platform solutions, it may take 5 hours of a support agent's time to assist a user in getting started.

The duration of onboarding largely depends on the complexity of the platform solution, such as whether it involves setting up intricate hardware and how effectively the platform guides users through the entire process.

[![Diagram of the onboarding flow](/user/pages/docs/05.platforms/04.quickstart-guide/02.onboarding-and-kyc/onboarding-best-practicies.svg)](/user/pages/docs/05.platforms/04.quickstart-guide/02.onboarding-and-kyc/onboarding-best-practicies.svg)

Here are some common initiatives to enhance onboarding performance:

* **Explain the purpose**. Users may wonder why certain information is required or why they need to go through the onboarding process. It is essential to communicate that this process helps keep the platform safe from bad actors and is a legal requirement.

* **Build trust**. Assure users that your platform and Adyen can be trusted with their sensitive information. Have the details below at hand to show your users that we are authorized to handle this type of information.

  * [Global Brands working with Adyen](https://www.adyen.com/customers)
  * [Dutch National Bank Registration](https://www.dnb.nl/openbaar-register/registerdetailpagina/?registerCode=WFTDG\&relationNumber=F0001)
  * [UK Banking Licence](https://www.adyen.com/press-and-media/adyen-granted-uk-banking-authorization)
  * [US Federal Reserve Approval](<https://www.federalreserve.gov/newsevents/pressreleases/orders20210524a.htm#:~:text=Federal Reserve Board announces approval of application by Adyen, N.V.,-For release at\&text=The Federal Reserve Board on,order relating to this action.>)

* **Set clear expectations**. Many users may not be familiar with the verification process or the types of documents required for it. Explain what is needed and inform them that the process may take some time. This helps prevent users from rushing through and clarifies that proper preparation will expedite the process.

* **Provide support**. Dedicate resources to guide users through the onboarding process in real time. Proactively assisting users can help troubleshoot issues and minimize user drop-off during the process. Our current experience shows that:

  * Up to 5 hours of a support agent’s time may be required to get users up and running on advanced platform solutions (especially those involving hardware).
  * For large-volume users, in-person and onsite support can be a worthwhile investment to ensure onboarding completion.

* **Maximize each interaction**. Understand that users often have busy schedules, and completing the onboarding process is not their primary focus. Getting in touch with them may be challenging. Make sure you collect as much high-quality information as possible at each touchpoint to avoid being dependent on the next time they pick up the phone.

  * Consider completing the verification process with them during demos or sales.
  * Ensure your team understands the requirements (for example, specific bank statement dates) to minimize the chances of declined checks.

* **Leverage existing user data**. Existing users of your solution have already undergone some form of onboarding and shared information with you. You can leverage this data to pre-fill fields and minimize the additional requirements. Review what information you currently have and whether it meets the requirements (for example, ensuring documents are up to date), and focus on filling any remaining gaps.

* **Automate notifications for rejected verifications**. Set up notifications that alert your team when a verification is rejected. This allows for quick follow-up with the user to remediate the situation. For example, consider triggering an automated email response or populating a call queue for your support agents.

* **Offer commercial incentives**. Consider providing incentives for completing onboarding quickly, such as offering free processing for the first month.

### Use the Customer Area

To access the Customer Area and its features, you and your team must have specific [user roles](/account/user-roles#platforms).

Adyen provides access to the [Customer Area](https://ca-test.adyen.com/) for self-service options. There are a number of tools in your Customer Area to assist with user onboarding, including:

* [KYC summary & timeline](/platforms/manage-account-holders#view-kyc): view information about the verification process for users in your platform. The KYC summary shows specific KYC checks (for example, bank statement) and its status (for example, unsuccessful or in-review). The KYC timeline provides a detailed overview of the KYC checks and events that impacted the verification process (for example, document has been submitted and then rejected).
* [KYC documents](/platforms/manage-account-holders#view-kyc-documents): view and download the documents that account holders have uploaded during their onboarding process for verification checks. This enables you to assist users in resolving errors during the onboarding process and get them live faster.

**Recommendation**\
Make sure your support team knows how to use the [full features of the Customer Area](https://help.adyen.com/en_US/academy/how-to-videos/adyen-for-platforms/how-to-manage-account-holders-in-bpca). This will help your team assist users much faster than if they wait for Adyen support to address any issues.

## Insights and monitoring

To enable the KYC verification insights dashboard on your balance platform, reach out to your Adyen representative.

The [KYC verification insights dashboard](/platforms/kyc-insights) in the [Customer Area](https://ca-test.adyen.com/) provides an overview of the onboarding performance of your account holders. This dashboard enables you to identify and prioritize areas for optimization to reduce the most frequent onboarding errors. You can track changes through the metrics in the onboarding dashboard to drive further improvement.

The dashboard caters to four key use-cases:

* Monitoring overall onboarding performance
* Troubleshooting onboarding
* Evaluating the effectiveness of interventions
* Conducting comparative analyses

[![KYC insights dashboard](/user/pages/docs/05.platforms/04.quickstart-guide/02.onboarding-and-kyc/kyc-insights.svg)](/user/pages/docs/05.platforms/04.quickstart-guide/02.onboarding-and-kyc/kyc-insights.svg)

## Support

If a manual review takes longer than 48 hours, you can [Support Team](https://ca-test.adyen.com/ca/ca/contactUs/support.shtml?form=other) using the relevant template. You can also notify your Adyen representative.

In your request, include:

* Subject: KYC \[Account Holder Reference], \[Legal Entity Reference], \[Platform Name].
* Content: Describe the issue you are experiencing with your user during their verification process. For example, this could include issues related to bank verification, pending capabilities, or technical problems. Provide screenshots to offer more detailed information about the issue, if applicable.
* Environment: Specify whether the issue occurs in a test or live environment.

## See also

* [Webinar: Navigate the KYC & onboarding process](https://help.adyen.com/en_US/academy/webinars/afp-kyc-onboarding-your-users#watch-on-demand)
* [Video: How to create new users](https://help.adyen.com/en_US/academy/how-to-videos/customer-area/how-to-create-new-users)
* [Onboarding guidelines for selected countries/regions](/platforms/verification-requirements/onboarding-guidelines)
