How customers experience KYC

This article walks through what your customer sees and does. Worth reading once so you can answer their questions when they ring up confused.

Receiving the link

When your team clicks Send KYC link on a booking, the customer gets an SMS (and optionally a WhatsApp message) with a private URL. The URL is unique to them; no one else can use it.

The link works on any device but is designed for a phone, since most customers are out and about when they get it. Desktop also works fine.

Entering the OTP

When the customer opens the link, they're asked to enter a 6-digit OTP code that's sent to their phone. This confirms the link is being used by the person who owns the phone number on file.

• The code expires after 10 minutes.
• If they get it wrong 5 times, they have to ask for a new code.
• They can request a fresh code at any time, 60 seconds apart.

Filling in the form

The form has four sections, shown one after the other:

1. Documents — upload boxes for each required ID. Tapping a box opens the phone's camera or photo library.
2. Questions — the context questions you set up (single choice, text fields, etc.).
3. Factors — the customer-fillable factors that go into the risk score (e.g. housing type, years at address).
4. References — optional contact details for one or two people who can vouch for them.

Progress is saved automatically every few seconds. If they close the browser, they can re-open the link and pick up where they left off. No data is lost.

Submit and the thank-you screen

Once all required fields are filled, the customer taps Submit. They see a thank-you screen confirming their submission has been received. At this point the form moves to your team's review queue (see the next article).

If something's missing or unclear, you can click Send back for more info during review — the customer gets a new link, opens it, fixes the issue, and re-submits.

What if a customer can't read English?

The portal is in English today. Future versions will support more languages. For now, the form is mostly visual (tap to upload, big buttons) and your team can help walk customers through it over the phone.

What if a customer doesn't have a smartphone?

The portal works in any browser, including basic Android phones. For the rare case of no internet access, your team can fill in KYC on the customer's behalf in the office (this is a planned feature, coming soon).

Next step

See Reviewing a submitted KYC to understand what happens after the customer submits.