Document Remediation

When identity or entity verification can't be completed with the information provided, the verification enters a "needs info" state. This means the compliance provider needs additional or corrected documentation from the investor before verification can proceed.

What "Needs Info" Means

The compliance provider has reviewed the submitted information and determined it's insufficient. Common reasons:

• Blurry or unreadable document -- the ID image wasn't clear enough
• Mismatched information -- the name or address on the ID doesn't match what was entered
• Incomplete documentation -- additional documents are required (e.g. proof of address)
• Expired document -- the government ID has expired
• Entity-specific issues -- for KYB, the entity registration documents may be outdated or incomplete

Impact on the Investment

When an identity or profile is in "needs info" status:

• The readiness evaluation returns a "remediate" decision
• The investment stays in "committed" status -- it cannot proceed to payment
• The system does not automatically retry -- human action is needed

How Remediation Works

For KYC (Individual Verification)

1. The investor's identity status changes to "needs_info"
2. The admin sees this in the admin panel on the Person or Identity view
3. The admin contacts the investor to explain what's needed
4. The investor provides updated information
5. The admin (or the investor through the platform) updates the identity information
6. Verification is re-submitted
7. If approved, the investment readiness evaluation runs again and the investment proceeds

For KYB (Entity Verification)

1. The investment profile status changes to indicate verification issues
2. The admin contacts the investor about the entity documentation
3. The investor provides updated entity documents
4. The profile is updated and re-submitted for verification
5. Once verified, the investment can proceed

What Admins Can Do

Check Verification Status

In the admin panel, you can see:

• The identity/profile's current status
• The verification provider's reference ID (for looking up details with the provider)
• When verification was submitted and when the status last changed

Help the Investor

• Explain clearly what additional information is needed
• Guide them on how to provide it (through the platform, via email, etc.)
• Be specific about document requirements (e.g. "a clear photo of the front and back of your driver's license")

Re-submit Verification

After the investor provides updated information:

• Update the identity/profile with the new information
• The system can re-submit verification, or you can trigger it manually
• Monitor the result

Wire Bypass Option

If verification is proving difficult and the investor is willing, they may be able to switch to wire transfer as their payment method. Wire transfers currently bypass identity verification, allowing the investment to proceed while verification issues are resolved.

Important: This should be used judiciously. The bypass exists for legitimate operational reasons, not as a way to avoid verification altogether.

What Admins Should Know

• "Needs info" is not a rejection -- it means the verification is paused, not failed. With the right documentation, it can still be approved.
• Time is important -- investments in "committed" waiting for remediation represent investor interest that could be lost if the process takes too long. Respond promptly.
• Communication matters -- investors may not understand why they're being asked for additional documents. A clear, friendly explanation goes a long way.
• Check the compliance provider -- the compliance provider's dashboard may have more detailed information about what's needed than what's visible in the Play Money admin panel.
• Retry is available -- admins can enable retry on identities that have been rejected, allowing the investor to update their information and re-submit.