The platform currently runs against the mock provider with no live registry configured. While the automated registry integration is being set up, the day-to-day flow is manual attestation, described below. Officers can still submit an automated check, but it resolves against the mock service.
KYC status lifecycle
A member’s KYC status moves through the following states as you work through verification.| Status | What it means |
|---|---|
| UNVERIFIED | No verification check has been run for this member yet. This is the default status for newly created members. |
| IN_PROGRESS | A verification request has been submitted and the platform is awaiting a result from the identity verification service. This resolves within seconds. |
| VERIFIED | The member’s identity has been confirmed. They are eligible to be linked to a loan application. |
| FAILED | The verification was rejected. The identity details submitted did not pass the check. Review the member’s TRN or driver’s licence number for errors and resubmit. |
| MANUAL_REVIEW | The automated check could not reach a definitive conclusion. The verification is escalated to the KYC review queue for a human decision. The member remains ineligible for loans until a reviewer resolves the case. |
KYC history is permanent. Every verification attempt creates a new record on the member’s profile showing the date, time, result, and the staff member who submitted it. This history is visible on the KYC page and cannot be edited or deleted.
Submitting a member for KYC verification
You need the members.kyc.submit capability to submit verification requests. The Credit Officer and the Administrator hold this capability, so either can run an automated check or record a manual attestation.Open the member's profile
Search for the member on the Members list and click their name to open their profile.
Open the KYC page
Click the KYC button in the profile header. This opens a dedicated page headed “KYC for ” showing the member’s current KYC status and the full verification history.
Confirm the identifier you are verifying
The KYC page shows two identity panels side by side: one for the member’s TRN and one for their Driver’s licence. Each panel shows whether a number is on file and lists any identity documents already uploaded for that identifier.Confirm that the relevant number is on file, shown as encrypted. If a number is missing, use the inline Add number control on the panel to set it without leaving the page. The TRN must be nine digits in the format 000-000-000, and a driver’s licence number must be 4 to 12 letters or digits.
Submit for verification
In the Verification type dropdown, choose TRN or Driver’s licence, then click Submit for verification. An identifier with no number on file is disabled in the dropdown. The platform sends the details to the identity verification service and sets the member’s KYC status to IN_PROGRESS.
Wait for the result
Results come back within seconds. The page reflects the new status once the check completes:
- VERIFIED: the check passed. The member is now eligible for loan applications.
- FAILED: the check was rejected. See the section below on retrying.
- MANUAL_REVIEW: the check was escalated. See the section below on manual review.
Record an in-person verification
Anyone with the members.kyc.submit capability, which the Credit Officer and the Administrator hold, can record a manual, in-person identity check instead of running the automated service. This is the default flow today while the automated registry integration is being configured. Use it when the member presents their identification at the branch and a staff member confirms it against the person. To submit a manual attestation you must provide all three of the following:- At least one identifier type you checked (TRN or driver’s licence). The number must already be on file.
- At least one supporting document linked from the member’s file. Each linked document must belong to the member and be in UPLOADED or SCANNED_CLEAN status. Only those two statuses qualify, so a document that is infected, expired, or archived cannot be attested against.
- An attestation note between 10 and 500 characters describing what you confirmed, for example “Customer in branch, IDs match photo, DOB matches.”
member.kyc.manually_verified audit event, recording the officer, the attested documents, and a preview of the attestation note (its first 200 characters).
Retrying a failed verification
If a member’s KYC status is FAILED, the identity details submitted did not match the records held by the verification service. Correct the underlying cause before resubmitting.Review the member's identity details
Go to the member’s profile and click Edit. Check the TRN and driver’s licence number carefully for typos, transposed digits, or missing characters. Only these two identifiers are sent to the verifier, so a typo elsewhere cannot cause a FAILED result.
Manual review
When a member’s KYC status is MANUAL_REVIEW, the automated check could not reach a conclusion, for example because the records returned an ambiguous match. The platform automatically creates a task in the KYC review queue, found in the sidebar under Review queue then KYC review. A staff member with the members.kyc.review capability, which the Credit Manager and Administrator hold, works the queued task. They first claim the task onto themselves, which moves it from the open queue into their hands, then submit one of three decisions based on the documents and information on file:- Approve: the member’s KYC status moves to VERIFIED and they become eligible for loan applications.
- Reject: the member’s KYC status moves to FAILED, and you can correct their details and resubmit.
- Escalate to senior reviewer: this closes the review as Escalated and records the chosen senior reviewer (Credit Manager or Administrator) plus a reason code in the audit log. The member’s KYC status does not change; they stay in MANUAL_REVIEW, but the review task itself is now closed.