FAQ — Individual customer onboarding

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General

Are customers required to accept Nium's Terms and Conditions before submitting their onboarding request?

Yes, it is required before submitting the onboarding request.



Can I tag my customers with my business specific information for easy tracking and reporting?

Yes, it's possible. Send the information as a key-value pair to tag your customer as detailed Manage customer tags .



Can multiple customers be onboarded with the same email ID or mobile number?

No. Depending on the configuration during the client set up, the platform accepts customers who have either:

  • A unique email ID and mobile number
  • A unique email ID



    • How to know if my customer has been onboarded successfully and ready to transact?

    You get a callback from Nium after the compliance check status is COMPLETED. Check if the value of the status field is Clear by making a GET request to the Customer Detail V2 API.



    How to know my next step after receiving the callback from Nium?

    Refer to The next step for all possible values of compliance status.


    How to make sure no financial transaction is allowed for a former customer?

    You need to block your customer so that his or her account is deactivated in Nium.



    Is it possible to onboard individual customers residing in any country?
    No. Nium doesn’t support onboarding in blacklisted countries as per Nium policy. Please contact your Nium representative for region-specific guidance as per Nium policy.

    Is it possible to resubmit the onboarding request in case of any error or rejection in the onboarding process?

    Yes, it is possible to reinitiate the onboarding process with Nium. Call the Unified Add Customer API and include the customerHashId that you received in the API response of your previous request. For details, see Request example for reinitiation.



    Why am I not receiving any callback from Nium?

    Check if you have:

  • Configured the callback URL.
  • Updated the callback URL as part of your set up with Nium.
  • Configured your firewall to allow Nium to send to your configured URL.



    • Why was the onboarding request rejected by Nium?

    We run KYC and screening checks as part of our onboarding process. The possible reasons of rejection could be:

  • The person is found in one of the sanctioned lists.
  • The customer got a high score in risk assessment.
  • The KYC vendor is unable to validate an individual’s identity automatically.
  • Compliance raising an RFI for them, but they are not able to prove their identity.



    • When I get the compliance status ERROR, what should I do?

    Check the remarks field in the response of the GET call to the Customer Detail V2 API to understand the cause of the error. You can also contact your Nium customer support for more clarification.



    KYC

    Which KYC models are supported by Nium?
  • Automated KYC models as per our regional guidelines in different geographies.
  • Manual KYC is supported in exceptional cases as a fallback option to the automated KYC verification.

    • In Manual KYC, can I upload the KYC documents later? Such as after calling the onboarding API?

    Yes, it is possible to upload the KYC documents separately as part of the Upload Document API.


    What's the difference between compliance status and KYC status?
  • Compliance status indicates various stages of the compliance review process in Nium.
  • KYC status indicates overall status of the KYC and all relevant checks as part of the onboarding process.

    • Use the status field of a GET call to the Customer Detail V2 API to know about the overall KYC status as that is more relevant to you.



    What's the maximum size of the KYC documents allowed in the API request?

    10 MB is the maximum size of the KYC documents allowed in the API request.



    RFI

    How do I know which information is being requested in an RFI?

    Refer to the array of objects requiredData in the Fetch Individual Customer RFI Details API.

  • The type field indicates the type of the RFI: data or document.
  • The value field indicates the field to be used while responding to the Respond to RFI API.



    • How does Nium inform clients when an RFI is raised for a customer?

    You receive a nudge with the customerHashId to the URL configured with Nium for receiving a callback. Check the complianceStatus field in the response of the GET call to the Customer Detail V2 API. The value of complianceStatus is set as RFI_REQUESTED in this case.



    How does Nium inform clients when an RFI is completed successfully?

    You receive a nudge with the customerHashId to the URL configured with Nium for receiving a callback. Check the complianceStatus field in the response of the GET call to the Customer Detail V2 API. The value of complianceStatus is set as COMPLETED in this case.



    Is it possible to respond to multiple RFIs separately?

    Yes, if you have received multiple RFIs, then it's possible to respond to multiple RFIs separately by calling the Respond to RFI API multiple times.



    EU and UK

    KYC

    What actions are expected from the customer in eDocument verification process by Nium?

    Request your customer to follow the steps as guided by the eDocument verification vendor.

    Your customers are expected to complete the verification process from their mobile. They are expected to scan and submit the copy of their identity document and complete the biometric verification by uploading a selfie in the form. If their image is blurred, they are requested to rescan or retake the selfie before submission.



    If the automated verification fails after submission by the customer, what happens?

    If the automated verification fails, then the onboarding request is reviewed by the Nium Compliance team. Nium's Compliance team may raise an RFI to get more clarification from the Customer.



    Why am I getting an error post successful verification of my customer? What is the next step?

    Check if you have configured the eKYC redirect URL during the client set up process with Nium. Your customer is redirected back to this URL once the verification process is completed.



    Why do you need to collect PEP, tax details, and birth country of my EU customers?

    Customer’s PEP, tax details, and birth country are required for regulatory reporting purposes to the EU regulation authority. As a licensed holder in the EU, Nium is obligated to fulfill the regulatory requirement.



    Why should I pass the authentication code while updating customer information in the EU and UK?

    As per the PSD2 SCA guidelines, it's a mandatory requirement to authenticate any update operation on customer information for the EU and UK regulatory regions. As a licensed holder, Nium is obligated to fulfill this regulatory requirement.



    Redirect URL

    Is there an expiration time for the redirect URL?

    Yes, the redirect URL remains active for 60 minutes and expires after that.



    What should I do if the redirect URL is expired?

    You need to reinitiate the onboarding process so that the redirect URL is regenerated.



    Why am I getting an error while rendering the redirection URL? What should I do?

    The redirected URL is expired due to timeout. You need to reinitiate the onboarding process so that the redirect URL is regenerated.



    Updated 8 months ago