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This playbook helps support teams resolve the most common onboarding questions without guessing.

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Triage checklist

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1) Confirm the customer status

Use the customer status as the source of truth for what the user should do next.See:
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2) Identify what is blocking progress

Most blockers fall into a few categories:
  • missing data or documents (often needs_information)
  • review still in progress (pending)
  • verification failed (rejected)
  • updated data waiting for review (update_requested)
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3) Use rejection reasons when status is rejected

Rejection reasons help you decide what the user should correct.
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4) Confirm product access prerequisites

Even after verification, the user may be blocked if product access is not granted yet.

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Quick fixes by scenario

What to do:
  • confirm the user completed the hosted verification flow (if you used a hosted link)
  • check if the user provided readable, uncropped documents
  • if the case exceeds your normal SLA, escalate with customer ID and timestamps
This means verification is blocked until the user provides more information or documents.What to do:
  • direct the user to the upload link returned by the API response (when applicable)
  • ask for the missing fields listed by your own onboarding checklist
See:
Most rejections are resolvable when caused by data quality.Ask the user to:
  • match legal name spelling to the document
  • upload clearer photos (no glare, no cropping, no edits)
  • provide missing required fields (address, national ID, etc.)
Check:
  • customer is active
  • product access request exists and is granted
  • required product-specific data was provided
References: