Manage verification renewal (Re-KYC)

Guide your account holders through verification renewal in Swan's no-code, partner-branded portal, and handle the surrounding tasks: communication preferences, branding, and lifting a suspension.

Prerequisites

Make sure your branding settings (logo and accent color) are up to date in your Dashboard > Settings > Branding. The portal is partner-branded, so your users see your logo and colors.

Set your communication preferences

Swan sends the initial form and all follow-ups based on your communication preferences. Swan recommends emailing your end users directly and copying you (CC). You can also specify a unique email address.

Create a support ticket that outlines your communication preferences for verification renewal.

Portal steps

The legal representative (account admin):

1. Receives the initial notification email with a unique portal link (timeline).
2. Opens the link and gives consent to access the portal.
3. Reviews the pre-filled information.
4. Confirms the information is correct, or updates it if anything has changed.
5. Uploads supporting documents if required.
6. Submits the form and receives a confirmation email.

The KYC analyst reviews the submission. If more information is needed, the KYC analyst sends a follow-up request with a new portal link. The portal reopens for the missing items only.

Share Swan's Support Center article to show your users the full timeline and the reminders Swan sends.

Lift a suspension

If the account holder misses the 90-day deadline and their accounts are suspended:

1. The user completes the process using the last portal link Swan emailed them.
2. Afterwards, either you or the user must submit a support request for a review.
3. The KYC analyst reviews the suspension reason and the updated information.