KYC1, KYC2, OOW
What does KYC mean?
Know Your Customer
What does this cure mean?
Account is under review
What is your first step?
Attempt to close the account.
What does this cure mean?
Account is under review
What would you advise the customer when this is the current cure?
Submit their ID within their wallet app
What does OOW mean ?
Out of Wallet
How long does the review take?
1-3 business days
Does this cure mean the account is under review?
No
How long does the review take ?
1 business day
What forms ID do we take?
Driver's License or State ID
How does the customer find Identity Verification?
Settings > Wallet & Apple Pay > Apple Cash card > Verify Identity
Do you inform the customer of the possible outcomes listed in 911?
No
Once the account is closed, what is your next step?
Assist customer with setting up a new account.
What must customer monitor updates?
Wallet App
Can a customer verify with a passport or military ID ?
No, we do not accept these forms of IDs
What information must customer enter to verify?
Legal first/last name, DOB, SSN, Address
Where do you advise customer to check for updates ?
Wallet App
If you are unable to close the account, what kind of case must you create?
Wave BAR case
After the review exceeds 1 business day and the account is still locked, how would you assist?
Create a Wave BAR case
Can the ID be expired when verifying ?
No, ID has to be valid
If the customer is unable to verify successfully, what must you do ?
Repeat verification again
If the review exceeds the 3 business days, what is your next step?
Create a Wave BAR case
If the account is locked, are you able to close it ?
No. We NEVER close a locked account.
There are two possible outcomes; the account will return back to active or the account will remained locked or restricted. Do we advise the customer of this information?
No, this is internal information.
Is the customer able to submit a paper copy/temp ID?
No, has to be the hard copy