What is KYC?
KYC (Know Your Customer) is a security measure that helps us verify that you are a real person. The process involves providing documentation to confirm your identity. We partner with a secure third-party service, Persona, to complete this verification. By verifying your identity, we can confirm that the assets are being sent to the rightful owner, which helps prevent any unauthorized transactions or potential fraud.
How do you handle KYC?
We use Persona to handle KYC. Persona is a GDPR-compliant vendor that has security audits available on their website for anyone to view. We do not store any of the verification data, and Persona data is deleted after 90 days per our Standard Operating Procedure with them. Courtyard.io support cannot manually approve or override KYC outcomes. All submissions are reviewed exclusively by Persona, ensuring compliance and fairness.
Why is KYC required?
We require some users to go through a KYC process before redeeming their cards or completing transactions to ensure fairness and prevent fraud and abuse. We will not be able to ship the cards and our financial partners will not be able to process withdrawals if the KYC process has not been completed. KYC is an infrequent process, once your KYC submission is approved, you won't be asked to provide this information until it expires.
Why Might I Need to Complete Identity Verification (KYC) Again?
You may be asked to complete identity verification again even if you have previously passed KYC. This can happen for several reasons:
Updated Security and Compliance Requirements: Courtyard.io periodically updates its security and verification standards to enhance account protection and meet regulatory requirements. As part of these updates, some users may need to re-verify their identity.
Specific Transaction Requirements: Certain transactions, such as marketplace purchases, wallet transactions, or withdrawals, may trigger a re-verification prompt. This ensures compliance with security protocols.
Payments Partner Verification: For withdrawals, identity verification may be required by Courtyard.io’s payments partner, separate from the platform’s own KYC system.
Communication and Updates
Courtyard.io’s support team communicates updates regarding your identity verification through the same in-app message thread where you initially reached out. Note that this is not a live chat; responses are sent as the team works through messages in order. Be sure to check back in the conversation thread for updates.
Troubleshooting Verification Issues
If your identity verification submission is not accepted, you can:
Retry the process using a different valid ID document.
Ensure that your submission meets all requirements outlined during the verification process.
Remember that our terms of service require that each person only have one Courtyard account. You will be unable to complete the KYC process with multiple accounts.
Re-verification does not indicate a problem with your account. It is a standard measure to enhance security and ensure compliance with updated regulations. If you encounter any issues during the process, follow the on-screen prompts or contact Courtyard.io support for assistance.
Support Limitations
Support at Courtyard.io is unable to manually process or override identity verification or KYC checks. This includes:
Approving or overriding verification submissions that do not meet requirements.
Manually processing fund withdrawals or transfers. Withdrawals must be initiated by users through their dashboard, and access is only granted after successful KYC verification.
Identity verification for withdrawals may also be required by Courtyard.io’s payments partner, separate from the platform’s own KYC system.