Payments for software partnersCustomer setup
Customer updates
Existing customers may need to update their information or complete further verification after they have already been approved. This can happen when customer details change, documents expire, expected payment activity changes, Xe performs periodic due diligence, or Xe needs additional information to satisfy compliance, sanctions, fraud, or regulatory requirements.
Important
Customer updates and re-verification are completed through Xe.com or Xe-managed support processes. The platform should direct the customer to Xe and must not allow payments to continue unless the customer is in an approved or active state for the relevant payment activity.
When a customer may need to update information
- The customer changes legal name, trading name, registered address, operating address, company type, tax details, or contact information.
- Directors, beneficial owners, authorised signatories, or account users are added, removed, or changed.
- Identity documents, proof of address, business registration documents, or other verification documents expire or need to be refreshed.
- The customer’s payment behaviour changes, such as higher volumes, new currencies, new destination countries, new recipients, or a different payment purpose.
- Xe identifies a risk, compliance, sanctions, fraud, or screening issue that requires clarification.
- Xe performs periodic customer due diligence or enhanced due diligence and needs updated information.
Step-by-step guide: update and re-verification journey
| Stage | Platform | Customer | Xe |
|---|---|---|---|
| 1. Update or review is triggered | May receive an updated customer state or be informed that action is required. | May report a change to their business or account information. | Identifies that updated information, documents, consent, or further verification is required. |
| 2. Platform is notified | Uses the available customer status, operational notification, or Xe account state to determine that payments should be paused or limited. | Receives instructions to return to Xe.com or respond to Xe. | Marks the account as action required, under review, restricted, or another applicable state. |
| 3. Payments are paused where required | Stops new payment creation if the customer is not approved or active. | Cannot continue payment activity until required actions are completed and Xe confirms eligibility. | Applies any required hold, restriction, or review status. |
| 4. Customer updates information on Xe.com | Directs the customer to Xe.com and explains that the update must be completed with Xe. | Updates profile details, confirms business information, uploads documents, answers questions, or accepts updated terms where requested. | Collects the required information through Xe.com or Xe-managed support channels. |
| 5. Xe reviews the submission | Waits for the state to change before enabling payments again. | Responds to any additional follow-up requests from Xe. | Performs KYC/KYB refresh, sanctions and PEP screening, fraud checks, document review, compliance review, and eligibility assessment. |
| 6. State is updated | Checks whether the customer is approved, still under review, action required, restricted, rejected, or closed. | Receives confirmation or further instructions from Xe. | Updates the customer state based on the review outcome. |
| 7. Payments resume only after approval | Re-enables supported payment functionality only when the customer is approved or active and eligible for the relevant activity. | Can continue payments once Xe confirms the account is ready. | Allows payment activity to resume subject to product, limit, corridor, and compliance rules. |
Notifications and states
The platform learns that action is required through the customer state or notification mechanism made available by Xe for the integration. Where automated notifications are available, the platform should use them to update the customer experience and block or resume payment flows. Where automated notifications are not available, the platform should follow the operational process agreed with Xe and should not assume that the customer is ready until Xe confirms the approved or active state.
| State | What it means | Platform action | Can payments continue? |
|---|---|---|---|
| Approved / active | The customer has passed required checks and remains eligible to transact. | Allow supported payment activity. | Yes, subject to product, limit, corridor, and compliance rules. |
| Action required | Xe needs updated information, documents, consent, or clarification from the customer. | Prompt the customer to complete the pending action on Xe.com and block new payments if the account is on hold. | No, unless Xe explicitly allows limited activity. |
| Under review | Xe is reviewing the submitted update or re-verification information. | Wait for review to complete and keep payment creation paused. | No. |
| Restricted / suspended | Xe has restricted the account or payment activity. | Do not allow new payments. Direct the customer to Xe for next steps. | No. |
| Rejected / closed | Xe cannot support the customer or the account has been closed. | Do not enable Xe payments for that customer. | No. |
Before payments can continue
- The customer must complete all requested updates, document uploads, questions, and consent steps through Xe.
- Xe must complete any required KYC/KYB refresh, document checks, screening, fraud review, and compliance review.
- The customer state must return to approved or active, and the customer must be eligible for the intended payment type, corridor, currency, and limits.
- The platform must re-enable payments only after Xe confirms that the customer is ready to transact.
Platform guidance
- Do not represent the customer as ready to transact until Xe has approved or confirmed the account as active.
- Do not collect sensitive verification documents in the platform unless the process is explicitly approved by Xe.
- Make it clear to customers that onboarding requirements are set by Xe and may vary depending on the customer profile and intended payment activity.
- If the customer later needs to update information or complete re-verification, payments should remain paused until Xe confirms the customer is active again.