Online Onboarding FAQs
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?
We are currently in the process creating materials to help your users as much as possible.
How can we tell if your 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 the end-user has completed their onboarding process. There are 3 possible outcomes:
- Accepted: Lemonway has opened a wallet for your user, allowing them to process payments.
- Denied: For AML-CFT reasons, Lemonway rejects the onboarding, and your user cannot complete a new process with Lemonway.
- Rejected: Some information (data and/or documents) is incorrect or missing. Your user will be contacted by Lemonway to complete their information.
What can your user do if a document uploaded fails or if the documents are rejected?
The user will be informed about what failed and will need to resend their documents or update their data. 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 Onboarding anytime
Is there a way to track the status of my onboarding application in real-time?
Lemonway Partners can follow their end-users' onboarding process via the Dashboard or webhook. Notifications may take up to 1 hour to be sent.
Are there language options available for the Onboarding?
Yes, French and English. Additional languages (German, Spanish, Italian) to be added.
FAQs concerning Lemonway Partners
What customization options are available for partners on the onboarding pages?
Do I have to use the Lemonway 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?
Refer to the list of countries covered by Onfido: 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: What activities are Prohibited at 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 electronic signatures for required documents?
Yes, it's part of the identity verification process for individuals.
What additional steps are required if my company operates in multiple countries?
No additional steps are required.
How does Lemonway handle the onboarding of politically exposed persons (PEPs)?
This is declarative information. PEPs can go through the standard onboarding process, and analysts will verify their status.
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.
Updated about 1 month ago