Getting your first users live and general onboarding advice

Once you’ve built your embedded payments solution/brand, crafted your value-add message and trained your team, it's time to onboard your first users. We recommend a phased approach, which is outlined below:

  • Friendly users first: Let a handful of your friendly users sign up to your platform then onboard them first and verify them with a flexible and layered onboarding process. This process is called “Know Your Customer” or KYC process and is required by payment industry regulation. To onboard and start the verification, your users must provide information to Adyen. You can choose how to onboard your users: through Adyen's hosted onboarding, or building your own UI and collecting the information yourself. Especially, if you're doing this the first time, the hosted onboarding solution is recommended. Users are onboarded in real time and with localized data requirements. Right after signing up, you can start accepting payments for them. Adyen informs you of the results of the verification checks. If the user passes the checks, you can pay out their funds. If all works out as expected, we recommend you think about potential questions from your users and then set-up FAQs like below. Once you feel comfortable with the sign up/KYC process, go to broaden your onboarding funnel to #2

  • Expand onboarding to new users

Moving past the basics, it’s time to embed payments (and onboarding) to your general go-to-market approach. Besides having all technical flows streamlined, the most important advice at this step is to hand-hold your users and help them to understand why they need to provide things like ID and bank statements (see above) and how they need to submit their data to get started. Adyen tries to verify your users based on the information you provide. However, in some cases, the automatic verification might fail. This could be due to incorrect data or the data can't be verified (especially if documents don’t need to meet certain requirements, such as bank statements below). We definitely recommend consuming our verification webhooks to get an idea where the application went wrong and then resolve verification errors in the onboarding screens or send out a new onboarding link if the session has expired. We additionally advise to have customer support or onboarding agents available in case you need to follow up or finalize the application.

  • Migrate existing users (if available)

If you have existing users on an embedded payment setup with another PSP, then a migration is necessary. While it's quite easy to migrate payment tokens, every financial institution needs to re-KYC all of their users. Good news is that Adyen has migrated millions of users from other PSPs and banks and we have developed tools and a blueprint to minimize impact on your day-to-day business. Since it all depends on how much data you have, the recommended approach would be to discuss the migration with your designated project operation and integration manager once you get started with us. Best case, we can do a “shadow migration”, where you pass us all the user data you have collected via API call and we verify or create users on our side. It’s completely behind the scenes and seamless.