FAQs concerning your users
What happens if your user does not complete the onboarding process?
They will not have a wallet and won't be able to process payments. Their onboarding will remain in progress.
Is there videos tutorials available?
Yes. You can find these videos in Lemonway public documentation. See: Online Onboarding for an Individual and Online Onboarding for a Legal Entity.
How can we tell if a user has been declined by the Lemonway KYC process?
This will be indicated on the Lemonway Dashboard or through notifications. There will be a final status once your user has completed their onboarding process. There are 2 possible outcomes:
- Accepted: Lemonway has opened a wallet for your users, allowing them to process payments.
- Denied: For AML-CFT reasons, Lemonway rejects the onboarding, and your users cannot complete a new process with Lemonway.
What can a user do if a document uploaded fails or if the documents are rejected?
Your users will have a "Rejected" status and will be informed about what failed. They will need to resend their documents or update their data to complete their onboarding process. If identity verification fails, they will need to go through the entire workflow again (identity document, liveness, and QES).
Can a user save their progress during the onboarding process and complete it later?
Yes. See: Resume Online onboarding anytime
Is there a way to track the status of my onboarding application in real-time?
Lemonway Partners can follow a user's onboarding process via the Dashboard or webhook. Notifications may take up to 1 hour to be sent.
Are there language options available for the Online Onboarding?
Yes, French and English. Additional languages (German, Italian, Spanish) to be added soon.
Do we need to redo the onboarding process for our existing end-users to comply with your policy?
Please contact your account manager to understand the new onboarding process in place and what procedures are required to migrate your existing end-users.
FAQs concerning Lemonway Partners
What customization options are available for partners on the Online Onboarding pages?
Do I have to use the Lemonway Online Onboarding, or can I create a custom form using the public API?
Your platform (you) can collect all data on their side if they want to control the onboarding experience. However, they must redirect the end-user to our forms for identity verification (ID doc, liveness, and QES).
How many countries are covered by Lemonway for KYC and KYB processes?
Lemonway covers the majority of countries. However, documents in all languages and alphabets are not accepted. Only the Latin alphabet is accepted, with the following languages: French, German, Spanish, Italian, and English.
If the required documents are provided in other languages and alphabets, they must be translated into one of the five accepted languages and provided in addition to the original documents. Only sworn/certified translations will be accepted.
You can refere to the list of countries covered by Onfido too: Onfido Supported Documents
What systems or methods does Lemonway use to determine if a person passes the KYC process?
Lemonway will send you (the Partner) the verification result.
What types of documents are required for individual and business account verification?
See: documentation for required documents.
How long does the KYC/KYB verification process typically take?
For individuals, KYC can take just a few minutes. However, for Legal Entities, it may take up to 48 hours.
What types of businesses are eligible to open an account with Lemonway?
Any type of company, association, or sole trader can apply.
Are there any specific industries or business activities that Lemonway does not support?
Yes.
See: Activities not supported by Lemonway
How does Lemonway handle the data submitted during the onboarding process? Is it secure?
Lemonway does adhere to GDPR and is PCI-DSS certified.
What are the fees associated with the KYC/KYB onboarding process?
There are wallet fees. Please contact Sales for detailed information.
Does Lemonway support Qualified Electronic Signature (QES) for required documents?
Yes, it's part of the identity verification process for individuals and Legal Representatives of Legal Entities.