Once we receive an application notification email in the help inbox, the lease notes that the application will go directly to sumsub before it will be reflected in the “Verification” folder in the internal hub).
Check the application on the verification tab.
Check POI: Proof of Identification
Name, Date of Birth and Expiry date is important except for Malaysian clients (no DOB) and PH clients (no Expiry date)
Check POR: Proof of Residency
Name and address should be matched
Valid within six months
Check Similar USers found (on the right side of the hub)]
Check Similar users
Please always check similar users found to make sure we are not approving a duplicate account.
Note: Clients can send two government IDs to serve as POI and POR and verify via DOB (as long as one docs is from the country of origin)
e.g 1 ID is from the Philippines, the other ID is from Malaysia, and the address on the application is the Philippines. > This can be approved as one doc is from the Philippines.
If the other ID has no DOB - it's okay to approve as long as the ID is not tampered with and is valid.
** If the DOB were written in a different format (MM/DD/YYYY) but matches the DOB on the IDs, we can modify the DOB field on the hub and approve the account. The hub format for DOB is DD/MM/YYYY.
Scenarios
Hub profile address is PO box - client provides 1 ID + 1 POA (with full address) > decline because POA needs to match profile address.
Hub profile address is full address - client provides 1 ID + 1 POA (with PO box) > decline because POA needs to match Profile address.
Hub profile address is full address - client provides 1 ID + 1 POA (with full address) > approve, since they match.
Hub profile address is full address - client provides 2 IDs > If one of the documents is from the same country as the profile address, then we approve.
Hub profile address is PO Box - client provides 2 IDs > approve, reach out to the client, and ask for a residential address. Leave notes in to the client's profile on the hub
Important changes to the ID Upload page
We made an important change to the ID Upload page for clients applying for accounts. This is the first major change we've made to our application form since launch.
What changed?
Instead of asking for two IDs upfront on step 3, we are asking for one at a time and trying to be a lot clearer about the ability to use alternative documents like Passports, Birth Certificates, etc.
What does it look like?
On ID #1, the user will default to DL but can choose to select any document with its own "please note" section for instructions.
If a user selects "Passport," the next page will default to another document like "Government-issued Photo ID" since they already added a Passport. This will hopefully stop someone from uploading the same doc twice.
The user can also use a "Webcam" or Mobile phone camera there instead of the upload button.
Error in Approving Account :
Go to user management, search for the user, and see if their pending account was archived. Check the account created date to verify.
If so, please send a request for reactivation to operations@fusionmarkets.com, and once reactivated, you can complete the application approval.
Once account has been re-activated by Ops, go back to the client’s hub and, complete application approval, put in notes/ comments.
SCENARIOS:
Scenario | Decision | Further documents required |
1 US Passport + 1 POA from PHL | Accept and approve | - |
1 US Passport + another Photo ID from PHL | ||
1 US Passport + Birth Certificate from PHL | Decline | Ask for POA from the current location |
1 US Passport + POA with a PO box in PHL | Decline | PO Box not accepted, ask for POA or another ID from PHL |
Please also check if their phone number is from a blocked country code, as listed below. If the client provides a contact number from a blocked country – ask the client to update this.
Afghanistan | +93 |
Congo | +243 |
Iran | +98 |
Iraq | +964 |
Myanmar | +95 |
New Zealand | +64 |
North Korea | +850 |
Palestine | +970 |
Russia | +7 |
Somalia | +252 |
Sudan | +249 |
Syria | +963 |
Ukraine | +380 |
Ontario | +1 (416) |
Yemen | +967 |
United States | +1 |
Sumsub and Escalations
On the fusion hub, when the Sumsub tab shows all verification as ‘Green’ – accept and approve the account.
If ‘Red’ with a warning – please escalate as per below:
- High-risk warnings: PEP, Sanctions, Adverse Media and Forgery, etc. -– Refer to David Jiang
- All other low-risk red warnings: Bad document, missing pages, graphic editing, bad POI, bad POA, etc. -– Refer to KYC team
Reminder:
For Sumsub-approved accounts, please check the referred by field on the Fusion hub and ensure they're linked to their referrers.