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📄 Guide

This page collects the questions that come up most often about end-customer identity verification (KYC) and compliance during integration and day-to-day operation: why a customer was rejected, why KYC sits in pending for a long time, how AML hits are handled, which documents are acceptable, which Sumsub token mode to integrate with, and what the Travel Rule requires. Each answer is kept short and links to the corresponding detail page in the “Basic concepts › Compliance” section.

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What KYC states exist, and what does the query return?

DCS models KYC state on two levels: a top-level status and a sub-state statusDescription, the latter returned only when status=INIT or PENDING.
  • Top-level status: UNDO (no KYC yet) / INIT (started, in progress) / PENDING (submitted, under review) / PASS (approved) / REFUSE (rejected).
  • Sub-states when status=INIT: PENDING_DOC_VERIFICATION / DOC_VERIFICATION_PASS / PENDING_POA_DOC / POA_REJECTED / POI_REJECTED / OTHERS.
  • Sub-states when status=PENDING: PENDING_MANUAL_REVIEW / PENDING_DOC.

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A customer’s proof of identity (POI) was rejected. What now?

When proof of identity (POI) is rejected, the KYC sub-state is POI_REJECTED (under status=INIT). The usual causes are a document type that is not on the whitelist, a document that does not match the customer’s details, or a document that is illegible or a screenshot (screenshots are not accepted). Guide the customer to resubmit a compliant document as described in KYC documents. Whether a rejection is temporary or final, and how resubmission works, is covered in KYC rejections and resubmission.

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A customer’s proof of address (POA) was rejected. What now?

When proof of address (POA) is rejected, the KYC sub-state is POA_REJECTED (under status=INIT). A failed POA can be corrected by submitting a new proof of address through the resubmission endpoint. Whether a fresh Sumsub token is needed is determined by DCS operational policy, so confirm it with DCS during integration. For acceptable POA documents and which countries require a separate POA, see KYC documents.

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KYC has been pending (under review) for a while. Why?

When the top-level status=PENDING there are two possibilities, told apart by the sub-state:
  • PENDING_MANUAL_REVIEW (awaiting manual review): the automated check (typically around 3 minutes) did not clear the case, so it moved to manual review. The operations team may reach out to the customer by email or through a KYC questionnaire for more information.
  • PENDING_DOC (awaiting documents): waiting for the customer to supply the required documents.
Check that the customer uploaded legible, complete images of both sides of the document, and allow time for processing.

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A customer was flagged by an AML hit. How is that handled?

When a customer’s name matches an anti-money laundering (AML) list, the system flags the application automatically and routes it to manual review. The hit alone does not reject the KYC. To reduce false positives, always use the customer’s full legal name rather than an abbreviation or nickname. After a hit, DCS operations and compliance review the case, and KYC moves to PASS once it clears.

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How the Sumsub token is configured

The sharing relationship is decided by the Sharing Partners configuration in the Sumsub console and by your contract, and is not carried in any API field. Before going live, make sure your Sumsub contract covers the sharing relationship with DCS — without it your launch will be held up. The only Sumsub-related field in kycInfo on the card application request is sumsubShareToken; there is no mode enumeration field. For both token sharing directions (you as data provider, you as data recipient) and the integration steps, see Sumsub token sharing.

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Which documents count as both proof of identity (POI) and proof of address (POA)?

As an issuer regulated by the Monetary Authority of Singapore (MAS), DCS maintains a whitelist of specific documents for certain countries and regions. Where a document is on that whitelist, the customer only needs to submit that one document, complete face verification and fill in the required background information, with no separate POA.
  • Identity documents must be within their validity period; a document used as proof of address must have been issued within the last three months. Screenshots are never accepted.
  • Whether an additional POA is required varies by country and document type (passports, for instance, generally still need a separate POA).
  • If your agreement with DCS does not cover a given country or region, customers there must still provide proof of address separately under the standard requirements.
The full matrix of acceptable document types per country and whether an additional POA is required is in KYC documents.

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Can KYC information be filled in Chinese?

Text fields should follow the language requirements agreed between DCS and Sumsub at integration time; the documents themselves may be uploaded in their original language, Chinese included. Confirm the exact language requirements with DCS during integration.

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What is the Travel Rule, and how does DCS support it?

The Travel Rule is an anti-money laundering requirement covering virtual asset transfers. DeCard-Managed provides Travel Rule query capability through GET /account/v2/query-travel-rule. This is a DeCard-Managed compliance capability. For the detailed description and field specifications, see Travel Rule.

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Can a customer resubmit after REFUSE?

Whether a top-level REFUSE can be followed by a resubmission, and whether it is truly terminal, depends on the specific rejection type. For the difference between temporary and final rejections and the resubmission path for each, see KYC rejections and resubmission.

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Next steps