Audience:
Verification notifications
Swan sends email notifications to users during the account holder verification process.
The sender for all notifications is do-not-reply@swan.io.
Notifications are branded with your logo and accent colors configured in your Dashboard under Settings > Branding.
Configuration
Swan can configure each notification on your behalf based on your preferred communication flow. Contact Swan to discuss your preferences.
The configuration determines who receives each notification and how it's branded:
| Configuration | Template |
|---|---|
| End user | Uses your project logo and accent color. Includes the account information listed for each notification below. |
| Partner | Uses Swan branding. Includes data to help with your KYC process: account holder ID, account holder name, account admin email, and account admin language. For the first transfer and account opened notifications, also includes the account IBAN and BIC. |
| Both parties | Uses the end user template; both the user and you as the Partner receive it. |
| API | Use the API to manage communications yourself. |
First transfer notification
When a Swan KYC analyst determines that a first transfer is needed for verification, they can manually request it from the user. This notification isn't sent to every user; it's sent only when Swan identifies it as a necessary verification step.
Trigger: Manual request by a Swan KYC analyst after the user completes identification but before the account holder verification status changes to Verified.
Account information included: The account's IBAN and BIC to help users complete the transfer.
Supporting documents notifications
When Swan's KYC team needs additional supporting documents to complete the verification process, they can request them from the user through email notifications.
Request supporting documents
This notification tells the user that supporting documents are required and gives them a link to upload the documents. The email includes a call-to-action button that redirects users to an onboarding page where they can upload the requested documents. Even if documents have already been requested for a given collection, triggering this action sends a new email.
Trigger: Manual request by a Swan KYC analyst when additional supporting documents are needed for an onboarding-related document collection.
Account information included: The account number so users can reference it when contacting your support team.
Request supporting documents reminders
To help make sure users submit the necessary documents, Swan automatically sends reminder emails at regular intervals.
Trigger: Automatic reminders are sent when a Swan KYC analyst has requested additional supporting documents and your notification settings allow end user communication.
Reminders are sent after 2, 4, 7, 14, and 21 days as long as the supporting document collection status remains WaitingForDocument.
Configuration exception: Reminders are only sent when your document collection settings are configured to communicate with the end user (either directly or copied to you as the Partner). No reminders are sent when communications are Partner-only or managed with the API.
Account information included: The account number so users can reference it when contacting your support team.
Account opened notification
When the verification process is complete and the account is ready for full use, Swan automatically notifies the user.
Trigger: Automatic when the account holder verification status changes to Verified and the account's payment level changes to Unlimited, meaning the user can use all available funds.
Account information included: The account's IBAN and BIC so users can start using their account.