Why is my payment provider asking for KYC data?

12 / 11 / 2026

Your payment provider is asking for KYC documents. Find out why this is required by law, which information and supporting documents you need, and how to submit them securely and on time.

1 min.

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Table of content:

  1. What is KYC and why is it necessary?
  2. The three key questions in the KYC process

  3. How do you prove your business details?


  4. How long does my KYC check take?


  5. What happens if I don’t respond?


  6. Not sure if a request is genuine?


  7. Need help?


  8. Frequently asked questions (FAQ)

In brief: KYC checks are a legal requirement for payment providers as part of efforts to combat money laundering. They are a standard procedure that helps protect you and your business. You can upload documents securely through Worldline’s official portal.

“Do I really have to send a photo of my diploma?” “I received an email from my payment provider asking me to complete my KYC details through their portal. I had to upload everything: my diploma, a selfie next to my ID card and even a photo of my shopfront. What is all this about?”

Online fraud can cause significant financial losses for businesses and their customers. KYC checks by your payment provider help prevent this type of fraud.

What is KYC and why is it necessary?

Payment providers process financial transactions between you and your customers every day. That’s precisely why they, like banks, are subject to strict anti-money laundering legislation. They are legally required to know who their customers are. We call this process Know Your Customer (KYC).

In Luxembourg, the Commission de Surveillance du Secteur Financier (CSSF) supervises many financial institutions, including payment institutions established in Luxembourg. Depending on the provider, supervision may be carried out by an authority in another country. These checks are not a matter of choice or excessive caution on the part of your payment provider; they form part of its legal obligations. Customer checks don’t stop when we start working together. They’re an ongoing process because details can change over time.

The three key questions in the KYC process

In practice, KYC checks always focus on three fundamental questions:

1. Who are you?

We need to establish that you really are who you say you are. A copy of your ID card is often not enough to rule out fraud. That’s why we may ask you for a selfie next to your ID, so we can make sure the document holder is also the person applying for our services.

2. What do you do?

Your payment provider wants to understand exactly what your business does, whether the activity is permitted and whether your financial transactions are consistent with your business model. For a pharmacist, for example, this may mean providing a diploma or proof of accreditation. A photo of your shopfront confirms that your business has a physical location, while a brief explanation of your expected turnover helps us complete your profile.

3. Who owns or controls your business?

We need to know who the ultimate beneficial owners (UBOs) of your business are. In Luxembourg, relevant information is recorded in the Register of Beneficial Owners (Registre des bénéficiaires effectifs, or RBE). The law requires us to verify this information ourselves and supplement it with supporting documents. The RBE is therefore our starting point, not the end point.

Are you a sole proprietor? UBO registration generally does not apply to a sole proprietorship operated by an individual in the same way as it does to a company. We may still ask for proof of identity to verify you as an individual.

How do you prove your business details?

You can prove your business details with three documents that you probably already have to hand.

  • Proof that your business exists: a recent extract from the Luxembourg Trade and Companies Register (Registre de commerce et des sociétés, or RCS), no more than three months old, where applicable.
  • Business account: a recent bank statement for your business account.
  • Proof of address: a recent bill from your energy supplier, a rental agreement or an official letter from the government.

The exact documents depend on your sector and business structure. Upload them through our secure portal. All information stays within this secure environment and is used exclusively to meet these legal requirements.

Many business owners also wonder how long the process takes, whether they need to complete it again every 

How long does my KYC check take?

Completing the KYC assessment usually takes 10 to 25 minutes. The time you need depends on the information and documents we request for your business.

From the first email requesting information, you have a maximum of four weeks to complete the assessment. The deadline is stated in that email and cannot be extended. Make sure you submit the requested information on time through the secure portal. The more complete your file is when you first upload it, the sooner we can process it.

Think you won’t meet the deadline? Contact your account manager or our Customer Services team as soon as possible at kyc-outreach@worldline.com or on +352 49 10 38. We’ll discuss the next steps with you.

What happens if I don’t respond?

Unfortunately, without the requested information, we may not always be able to continue providing our services. Please respond by the deadline.

Tip: Is the request complex? Go through the steps with your bookkeeper or accountant. This will help you submit a complete and accurate file the first time.

Not sure if a request is genuine?

Never share sensitive documents without checking first. If you’re unsure, contact Worldline through an official channel to verify the request:

Frequently asked questions (FAQ)

  • Yes. All the information you provide stays within Worldline’s secure environment and is used exclusively to meet our legal obligations.

  • The law requires payment providers to verify this information themselves. The RBE is our starting point, but we still need to support the information with up-to-date documents.

  • Customer checks are an ongoing process. We ask for information if it’s out of date or if there are changes to legislation or your business structure.

  • A copy of your ID card alone isn’t enough to rule out fraud. A selfie confirms that the document holder is also the person making the application.

Need help?

Worldline is happy to help. Not sure which document you need? 

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