I passed verification. Why can’t I take live payments yet?
Because approval of your company documents and enablement of your payment methods are two different steps, and they happen in that order:
Approval of stage 2 is approval of you as a business. It does not by itself make any single
payment method live. Stage 3 has to finish for the methods you intend to charge with, and it
finishes method by method — which is why the answer to “am I live?” is often “partly”.
Where do I see which stage I am in?
On the Portal Home page, in a panel titled Activating Payment Capabilities, at the top of the page. It shows the three stages above as three cards, numbered 1, 2 and 3:
The panel appears while your account is on this journey. Once you are fully live it stops being
the thing you need — the day-to-day questions move to your transaction pages.
How do the three cards unlock?
Strictly in sequence — a later card cannot start before the earlier one is finished, and the card tells you so rather than leaving you guessing:
Two consequences worth reading twice:
- A locked card 3 is not a fault. If card 2 has not passed, card 3 is supposed to look inert. There is nothing you can do to accelerate it from card 3.
- Returned is the only state that hands the work back to you. In Returned, the Go to modify button reopens the verification wizard with exactly the flagged items editable. See KYB Document Requirements for what can be flagged and what “acceptable” looks like for each item.
What exactly does the Payment Enrollment status mean?
The account-level status you see has only two values:
That is deliberately coarse.
COMPLETED is an all of them statement — a single method still
working through enrollment keeps the whole account-level indicator at IN_PROGRESS, even when
most of your methods are already usable. So do not read IN_PROGRESS as “nothing works”;
read it as “not everything works yet”, and open Details to see which is which.
One behaviour to know if you are polling this from a script or watching it change over a
morning: when the enrollment status cannot be determined at the moment you load the page, the
Portal shows IN_PROGRESS rather than showing nothing or guessing COMPLETED. It fails
towards “not finished”. A single IN_PROGRESS reading is therefore not proof that a specific
method is incomplete — the per-method list is the answer, not the summary.
What is in the Payment Enrollment Details dialog?
Click Details on card 3. The dialog is titled Payment Enrollment Details and has two parts. A summary bar of counts:
Then one row per payment method, each with its own status badge. The list is by payment
method — that is the level Waffo reports at, and it is the level to quote when you open a
ticket (“method X is still Processing”), because it is unambiguous.
What do Active, Processing, Suspended and Rejected mean for one method?
Where a payment method has more than one enrollment record behind it, the method shows the
furthest-along of them, in the order
Active → Processing → Suspended → Rejected.
The practical effect is the useful one: a method reads Active as soon as it is genuinely
usable, and only reads Rejected when nothing behind it succeeded.
My payment method has been Processing for a while. What should I do?
This is the single most common question after verification is approved, and in most cases the answer is that nothing is wrong and nothing is waiting on you.Processing is not an error
state and not a queue you can jump.
What is worth doing:
- Check whether it is blocking you at all. If the methods you actually intend to launch
with are already
Active, you can start integrating and testing against them now — aProcessingsibling method does not hold them back. - Note that the account-level indicator lags the useful truth. It stays
IN_PROGRESSuntil the last method lands, so use the per-method rows to decide what you can ship. - Contact support with the method name if a method matters to your launch, quoting the method name and status exactly as the dialog shows them.
One method is Rejected but the rest are Active. Am I live?
Yes, for theActive methods. A Rejected method does not invalidate the others and does not
reopen your verification. It means that one method is not available to you, and your
account-level Payment Enrollment indicator will stay IN_PROGRESS while it sits there. If you
need that method, raise it with support rather than resubmitting anything — the fix, when there
is one, is not on the verification form.
My application says Returned. What is different about that state?
Returned is the one review outcome that is yours to act on, and the wizard narrows itself accordingly:
In Returned mode the reviewer’s notes appear at the top, the step indicator marks which steps
contain flagged items, and each flagged field or document carries its own note in place.
Everything else stays locked, so the marks double as your to-do list. Resubmitting puts the
application back into review. The item-by-item detail is in
KYB Document Requirements.
My application says Rejected. Can I edit and resubmit?
No — in Rejected the wizard is read-only, the same as Approved. There is no self-service path from Rejected back into editing, and creating a second account is not a workaround (a second sign-up with the same email is rejected as already registered, and a fresh account starts the whole journey from zero with no history). Contact support with your merchant ID.Can I keep testing while enrollment runs?
Yes. Your sandbox is unaffected by the enrollment stage — sandbox credentials, test cards and the full API surface stay available throughout, so integration work does not have to wait for card 3. What you cannot do until a method isActive is charge a real customer with that
method. Sandbox setup and credentials are covered in
Self-Serve Sign-up, Sandbox & Account Verification.
Once everything is Active, where do I check what I am actually contracted for?
The enrollment dialog answers “is this method switched on”. It does not list your commercial terms, the currencies you can charge in, or per-method amount limits. Those live on your service pages in the Portal, and the amount limits are also readable through your pay-method configuration query — see the Authentication & Signature FAQ for how to readpayMethodDetails from that query rather than the empty payMethods array.
Still stuck after checking the per-method rows? Contact support with your merchant ID, the payment method name as shown in the dialog, and its status.