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User GuideFAQ

Frequently Asked Questions

Common questions about Smart KYC platform.

General Questions

What is Smart KYC?

Smart KYC is a cloud-based Know Your Customer (KYC) and Anti-Money Laundering (AML) platform that helps businesses verify customer identities and comply with regulatory requirements.

Who can use Smart KYC?

Smart KYC is designed for:

  • Financial institutions
  • Fintech companies
  • Cryptocurrency exchanges
  • Real estate companies
  • Any business requiring customer verification

Is Smart KYC secure?

Yes, Smart KYC uses industry-standard security measures:

  • Data encryption in transit and at rest
  • Secure authentication
  • Regular security audits
  • Compliance with data protection regulations

What browsers are supported?

Smart KYC supports:

  • Google Chrome (latest)
  • Mozilla Firefox (latest)
  • Safari (latest)
  • Microsoft Edge (latest)

Account & Access

How do I create an account?

  1. Go to the signup page
  2. Enter your email and create a password
  3. Verify your email address
  4. Complete the onboarding process

I forgot my password. How do I reset it?

  1. Go to the login page
  2. Click “Forgot Password”
  3. Enter your email address
  4. Check your email for reset instructions

Can I have multiple users on one account?

Yes, you can invite team members to your account. Contact support for multi-user setup.

How do I change my email address?

  1. Go to My Account
  2. Update your email address
  3. Verify the new email address

Workflows

How do I create a workflow?

  1. Navigate to Configuration → Workflows
  2. Click New Workflow
  3. Use the drag-and-drop builder
  4. Add groups and elements
  5. Save your workflow

Can I edit a workflow after it’s published?

Yes, you can edit workflows. Changes apply to new submissions. Existing submissions remain unchanged.

Can I duplicate a workflow?

Yes, click the action menu (three dots) on any workflow and select Duplicate.

How many workflows can I create?

There’s no hard limit on the number of workflows. Create as many as you need for different use cases.

Submissions

How long do customers have to complete a form?

Invitation expiry is configurable. Default is 30 days, but you can set custom expiry dates.

Can customers save their progress?

Yes, form data is automatically saved as customers fill it out. They can return later to complete.

What happens if a customer doesn’t complete the form?

The submission remains in “In Progress” status. You can send reminders or cancel the invitation.

Can I see partial submissions?

Yes, you can view submissions that are in progress and see what fields have been completed.

File Uploads

What file types are supported?

Supported file types include:

  • Documents: PDF, DOC, DOCX
  • Images: JPG, JPEG, PNG, GIF
  • Other formats may be supported depending on configuration

What is the maximum file size?

Maximum file size is typically 10MB per file, but this can vary by configuration.

How many files can be uploaded?

This depends on your workflow configuration. Some fields allow multiple files.

Can I preview uploaded files?

Yes, you can preview uploaded files in the submission details view.

AML Screening

When does AML screening happen?

AML screening runs automatically when:

  • A customer completes a KYC verification
  • You manually trigger a screening
  • Scheduled re-screening occurs (if configured)

What happens if a match is found?

You’ll receive a notification and can review the match details. The submission will be flagged for review.

Are all matches bad?

No, not all matches are negative:

  • PEP matches require enhanced due diligence but aren’t necessarily negative
  • Some matches may be false positives
  • Review each match in context

How accurate is AML screening?

AML screening uses industry-standard databases and algorithms. However, manual review is always recommended for matches.

Webhooks

Do I need webhooks?

Webhooks are optional but recommended if you want to:

  • Integrate with your systems
  • Receive real-time notifications
  • Automate workflows

What events can I receive?

Available events include:

  • Submission created/completed
  • Submission approved/rejected
  • AML screening completed
  • Match found

How do I test my webhook?

  1. Go to your webhook settings
  2. Click Test Webhook
  3. Select an event type
  4. Check your endpoint receives the event

What if my webhook fails?

Check the webhook logs to see the error. Common issues include:

  • Invalid URL
  • SSL certificate problems
  • Server errors
  • Timeout issues

Branding

Can I customize the form appearance?

Yes, you can customize:

  • Logo
  • Colors
  • Fonts
  • Styling
  1. Go to Configuration → Branding
  2. Click Upload Logo
  3. Select your logo file
  4. Save

Can I use custom fonts?

Yes, you can use custom fonts in the branding settings (advanced feature).

Does branding apply to all workflows?

You can set default branding that applies to all workflows, or customize branding per workflow.

Reports

How do I export submissions?

  1. Go to KYC Verifications
  2. Select submissions
  3. Click Export
  4. Choose format (PDF, CSV, JSON)

Can I schedule reports?

Yes, you can set up scheduled reports that are automatically generated and sent.

What data is included in reports?

Reports include:

  • Submission details
  • Form responses
  • Documents
  • AML screening results
  • Risk assessments

Billing

How is billing handled?

Billing is typically based on:

  • Number of submissions
  • Features used
  • Support level

Contact your account manager for specific billing details.

Can I upgrade or downgrade my plan?

Yes, contact support to discuss plan changes.

Support

How do I contact support?

  • Use the support portal in your dashboard
  • Email support directly
  • Check the documentation

What information should I include when reporting an issue?

Include:

  • Description of the issue
  • Steps to reproduce
  • Expected vs actual behavior
  • Screenshots if applicable
  • Browser and device information

Is there a status page?

Yes, check the status page for system updates and known issues.

Compliance

Is Smart KYC compliant with regulations?

Smart KYC helps you comply with KYC/AML regulations, but compliance is ultimately your responsibility. We provide tools to help meet requirements.

What data is stored?

We store:

  • Submission data
  • Uploaded documents
  • Verification results
  • Audit logs

How long is data retained?

Data retention policies vary. Contact support for details on your specific retention period.

Can I delete customer data?

Yes, you can delete submissions and customer data. Some data may be retained for compliance purposes.

Technical

Is there an API?

Yes, Smart KYC provides a REST API for integration. See the API Integration documentation for details.

What authentication methods are supported?

  • Email/password
  • API keys for programmatic access
  • Webhook signatures for verification

Are there rate limits?

Yes, API requests are rate-limited. Contact support for higher limits if needed.

Can I integrate with my existing systems?

Yes, through:

  • Webhooks for real-time events
  • REST API for data access
  • CSV/JSON exports for batch processing
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