This article explains how to complete Know Your Customer (KYC) verification for RMS Pay, the documents required for each section, and the most common reasons an application does not pass first time.
Overview
Know Your Customer (KYC) is required to establish a sub‑merchant account that complies with regional financial regulations and to complete the sign‑up to use RMS Pay as the payment gateway in RMS.
A sub‑merchant account is your property’s individual merchant profile under the RMS Pay payment platform. It is the account used to process card payments on behalf of your business in line with banking and card‑network requirements.
KYC must be completed by a person authorised to act on behalf of the company, such as the business owner, financial controller, or an authorised signatory. An individual can hold multiple roles (for example, they may be both a Director and a Signatory). In some regions, at least one signatory associated with the business may be required to complete their details.
Once you have activated RMS Pay and submitted all required KYC information:
Your application is sent for Digital Identity Verification.
If Digital Verification is successful, verification usually completes within a few minutes.
If additional documents are required, your application will go to Manual Review. A section under review can take up to 72 business hours to pass or return a reason for failure, though the outcome is usually determined within 48 hours.
Important! In an Enterprise Database, each Property must complete its own KYC application. KYC must not be completed on the Owner record for the Enterprise.
Activate RMS Pay
Navigate to Setup > Online > Module Market.
Locate RMS Pay.
Select the toggle to turn on Activate RMS Pay.
Select Activate RMS Pay to open the KYC form.
Please Note! Possible Issue - Pop-ups Blocked If the KYC form has not opened in a new browser tab, check the RMS application or browser window where RMS 9+ is open for a icon indicating that pop-ups have been blocked.
Select the icon and choose 'Enable pop-ups', then select 'Activate RMS Pay' again to open the KYC form in the browser.
Important! To activate RMS Pay, the User requires access to the Module Market in Security Profiles.
Complete KYC
The KYC form will guide you through the information required to set up your sub‑merchant account. You must complete all required sections and upload any requested supporting documents.
Company Details
For a registered business, provide the following information, including a copy of a company document that displays the legal company name, company address, and business registration number (ABN, NZBN, CRN, etc.):
Legal Company Name
Registration Number
Tax Number
Company Phone Number
Company Address
The legal company name is the registered company name with the relevant government body.
The company address must be the physical address of operations and cannot be a P.O box.
Important! For US Customers When entering your address details: Enter your ZIP Code as 5 digits only. Do not include ZIP+4. For example: 90210
Upload company registration and tax documents as a PDF, JPEG, JPG or PNG file. Each file must be no larger than 15 MB.
If your business is a different structure (e.g. sole trader/individual), complete the Company Details section according to the prompts in the KYC form.
Photo Identification & Decision Makers
The Director and Business Owner or Financial Controller and an Account Signatory (an individual can hold multiple roles) must provide a copy of government‑issued photo identification and the following personal information:
Full Name
Date of Birth
Residential Address
Job Title
Email Address
Phone Number
Types of personal identification that can be used to verify identity and comply with KYC regional financial regulations must be government‑issued and current, for example:
Driver’s licence
Passport
Visa
As a minimum, the KYC application must include the following roles:
- One Signatory: a person with the authority to sign contracts and other official documents on behalf of the business.
- One Director: a person listed as a director on legal or other official documents.
- One Ultimate Beneficial Owner (UBO), who is an Owner (a person who owns 25% or more of the business, directly or indirectly), a Controller (a person with significant responsibility to control, manage or direct business operations), or both.
A UBO must be a natural person. A trust, holding company or other legal arrangement cannot be recorded as a UBO. The same individual can fill all three roles.
In the Decision Makers section of the KYC form:
Add each required person (Director, Business Owner, Financial Controller, Signatory) as prompted.
Enter their personal details (name, date of birth, address, contact details, job title).
Upload the required photo identification for each person.
Upload identification as a PDF, JPEG, JPG or PNG file. Each file must be no larger than 15 MB, and a PDF must be no more than 15 pages.
If Digital Verification is unsuccessful for any decision maker, you will see a message on that record within the KYC form prompting you to upload additional identity documentation directly in this section.
Bank Account Details (Payout Account)
You must provide bank account details for your Payout Account (the account into which RMS Pay settlements will be deposited):
Account Name
Account Number / IBAN
Bank Name
BSB / Routing details (where applicable)
Ensure the account name and account number/IBAN match the documentation you upload.
If Digital Verification fails on your bank details:
The Bank Account Details section will display a message asking you to upload a bank document (such as a bank statement or cheque) that clearly shows the account name and number.
Upload this document directly to the Bank Account Details section of the KYC form.
Accepted bank documents
Any of the following can be uploaded as proof of your bank account:
- A bank statement
- A deposit ticket or deposit form
- An official letter issued by your bank
- A cheque
Provide the document as an original PDF issued by your bank wherever possible. JPEG, JPG and PNG files are also accepted. Only one file can be uploaded.
What the bank document must show
Whichever document you upload, it must clearly show all of the following:
- The account holder name, which must match the legal entity name entered in Company Details. Do not use a trading name or the mailing name recorded on the account.
- The account number or IBAN.
- The country or region where the bank account is held.
- A date of issuance within the last 12 months. Cheques and a Releve d'Identite Bancaire (RIB) are not subject to the date requirement.
- An indicator that the document was issued by a bank, such as the bank logo, the bank name in the bank's own font, or a BIC/SWIFT code. A logo is not required when another bank indicator is present.
The document must be legible, complete and unaltered. Documents that are cropped, edited or personalised will not pass verification.
Important! If your bank document is returned with a message stating that it was not officially issued by the bank, request a new document from your bank and upload it in its original PDF format. Images and edited copies will continue to fail this check.
The bank document must be no larger than 4 MB. Only one file can be uploaded.
PCI DSS Questionnaire
As part of KYC and onboarding to RMS Pay, you must:
Review and agree to the PCI DSS Questionnaire (Payment Card Industry Data Security Standard).
PCI DSS is the global standard that defines how businesses must protect cardholder data when accepting, processing, storing, or transmitting card payments. The questionnaire confirms how your business handles cardholder data and that you understand your obligations.
When all sections (Company Details, Decision Makers, Bank Account Details, PCI DSS Questionnaire) are complete, and any requested documents have been uploaded, submit the KYC form.
Digital Identity Verification
KYC information is checked using Digital Identity Verification.
Digital identity checks are performed in two stages:
Digital Verification
Your information is automatically checked against external data sources. This usually takes a few minutes after you submit each section of the KYC form.Manual Review (if required)
If Digital Verification is unsuccessful or further information is needed, your uploaded documents will be reviewed manually by the RMS Pay risk team and our payment partners. This can take up to 72 business hours, though the outcome is usually determined within 48 hours.
If Digital Verification Fails
The KYC form will display a message on the relevant section (Company Details, Decision Makers, or Bank Account Details) indicating that additional documents are required.
You can upload the requested documents directly in that section of the KYC form using the provided upload area.
Once your documents are submitted, they are sent for Manual Review.
You will be notified of the outcome by the RMS Pay team or via an update to your RMS Pay activation status.
Common Reasons KYC Does Not Pass First Time
Most KYC applications that require additional review fail for one of the reasons below. Checking each one before you submit reduces the chance of your application going to Manual Review.
The trading name was entered instead of the legal entity name
The Legal Company Name must match the official business registry exactly, including spelling, spacing, punctuation and any legal suffix such as Pty Ltd, Limited or LLC. Entering the trading name or the name the property operates under is the most common cause of a failed Company Details check.
The registration number does not match the registry
Check the registration number against the official register for your country before submitting. A typographical error or a number taken from the wrong record will fail verification even when the company name is correct.
The business is a trust and was entered as a company
Where a trust is operated by a company, the Legal Company Name must be the company name as registered with the corporate regulator, even when the trust name shown on the business register is different. Select the correct company type when starting the application. If the wrong company type was selected, the application must be restarted, as this cannot be corrected by changing the Legal Company Name.
A required decision maker is missing
The application must include at least one Signatory, one Director and one Ultimate Beneficial Owner (an Owner, a Controller, or both). One person can fill all three roles, but each role must be recorded. If you are unsure whether an individual meets the 25% ownership threshold, include them rather than leaving them out.
The bank account name does not match the legal entity name
Enter the account holder name exactly as it appears on the bank account. Entering the mailing name or the trading name instead will fail the bank check even when the account number is correct.
The bank document is not recognisable as bank-issued
Upload an original PDF issued by your bank that clearly shows the account holder name, the account number or IBAN and a bank logo or the bank name. See the Bank Account Details section above for the full document requirements.
RMS Pay Status After KYC
Once you have submitted all required KYC information and documents:
The RMS Pay module in Module Market will show as “Activated”, and the toggle will be locked (you will not be able to turn RMS Pay off or on while your application is under review).
Your application and supporting documents will be reviewed by the RMS Pay team and our payment processing partners.
An RMS Pay team member will contact you to confirm when your account is fully enabled for live transactions.
Please Note! While the RMS Pay module shows as Activated and locked during review, your sub‑merchant account may still be in a pending state. Do not assume RMS Pay is ready for live card processing until an RMS Pay team member confirms your activation.
Comments
0 comments
Please sign in to leave a comment.