Category: 📲 Account Management  |  Section: KYC (Persona)  |  Contact reason: KYC

Summary — read this first

What this article covers: a user contact CS because they have questions on the Persona identity verification (KYC = know your customer) request done by VC VC must verify identities for certain transactions due to regulatory obligations. This is facilitated by our partner Persona. Make sure to check the type of KYC: • Persona: email request done by CS to buyers or sellers with a Persona KYC link, please follow the process below. • Get…. 2 use cases: Doubts about Persona KYC legitimacy; Issues encountered during the Persona KYC process.

Pick your use case:

1. Doubts about Persona KYC legitimacy — Check on Zendesk if we have requested an identity verification to the customer
2. Issues encountered during the Persona KYC process — Inform the customer that will transfer their request to our expert team

Context and first steps

Context: a user contact CS because they have questions on the Persona identity verification (KYC = know your customer) request done by VC VC must verify identities for certain transactions due to regulatory obligations. This is facilitated by our partner Persona. Make sure to check the type of KYC: • Persona: email request done by CS to buyers or sellers with a Persona KYC link, please follow the process below. • Get…

First steps (all cases)

🎯 Process

1. Set contact reason to KYC
2. It depends on the question

1. Doubts about Persona KYC legitimacy

🎯 Process

1. Check on Zendesk if we have requested an identity verification to the customer.
2. If yes, please inform the customer that the request is legit via macro Persona KYC legit request
3. If no, please follow the

2. Issues encountered during the Persona KYC process

🎯 Process

1. Please inform the customer that will transfer their request to our expert team. You can use the macro Transfer from L1 to KYC team
2. Assign to L3 team