Renewals
Merchants periodically renew their KYB information through a renewal application. Track renewals, see which are about to expire, and help merchants finish them in time.
Overview
Know Your Business information doesn’t stay valid forever. When a merchant’s details need to be confirmed again, a renewal application is opened for them. The merchant completes it through the same kind of web KYB flow as their original onboarding.
As the partner, you don’t fill in the renewal, but you’re the one who can see that it’s due and remind the merchant. The portal shows renewals in three places:
- the Renewals page in the sidebar
- a Renewals card on the dashboard
- a banner on the merchant’s own page
The Renewals Page
Open Merchants → Renewals in the sidebar. The list shows every renewal application across your merchants, with the ones closest to expiring at the top.
| Column | Description |
|---|---|
| Organisation | The merchant’s name |
| Corporate ID | The organisation number |
| Country | Where the merchant is registered |
| Status | The renewal’s status. These are the same as for onboarding applications, see Application statuses. |
| Expiry | How long the merchant has left |
The Expiry badge is shown while the renewal is initiated or started:
- N days left — green, or orange when three days or fewer remain
- Expired — red; the deadline has passed
Use the search box to find a renewal by name, ID, corporate ID or status, and the status chips to show one status. The refresh button at the top reloads the list.
If the page is empty, none of your merchants currently has a renewal.
Renewal details
Click a row to open the same details panel as for onboarding applications. It shows the status in plain language, any note from Surfboard (for example Information requested), the signing progress and signing links, and a View merchant page button.
When the merchant has started but not finished, copy the signing link or the onboarding link from the panel and send it to them again. See Application Details for what each part of the panel means.
On the Dashboard
The Renewals card on the dashboard lists up to three renewals that need attention, with counts of how many are in progress and how many have expired. Each row says Overdue, N days left, In progress or Expired. View or View all opens the Renewals page.
On the Merchant’s Page
When a merchant’s renewal expires within 20 days, or is already overdue, a banner appears at the top of their page:
- Application renewal due soon — with the number of days left and the date
- Application renewal overdue — with the date it expired
The banner has two buttons:
- Open renewal — opens the merchant’s renewal flow, so you can check it or pass the link on
- View all — opens the Renewals page
Tips
- Check renewals weekly. Sort is by soonest expiry, so the top of the list is where to start.
- Contact the merchant early. Renewals often need a signatory, and getting hold of the right person takes time. Don’t wait for the orange badge.
- Read Surfboard’s note in the details panel before contacting support. If it says Information requested, it usually says what’s missing.