When Kustom needs to verify your information, you will be notified directly in the Kustom Portal. This article walks you through what to expect, how to submit your documents, and what happens after you do.
Before you start
Verification can cover up to three areas:
Your identity
Your personal address
Your business or organisation documents
Not all merchants will be asked to provide all three — the portal tells you exactly what is needed for your account.
Submitting documents
Log in to the Kustom Portal
Click "Stores are missing information" available on the Home page
Review what is required and upload the relevant documents
If you want an overview of everything outstanding before uploading individual files, click "Skip for now" to go to the full overview first.
If you have multiple stores, the banner only blocks access to the specific store with outstanding requirements. Other stores remain accessible.
What happens after you submit?
Once submitted, your account enters a pending review state. You can continue using the portal as normal — your stores are not disrupted while documents are being reviewed.
Stripe reviews submissions within 48 hours. Once complete, you will be notified in the portal:
Approved — verification is complete, no further action needed
Rejected — the document could not be accepted. Portal access will be blocked again and you will need to resubmit
Common reasons for rejection:
Document is expired or older than 6 months
Image quality is too low or the document is cropped
Name does not match your registered details
Wrong document type provided
Screenshot submitted instead of original file
If you have resubmitted and are still having issues, contact our support team.