During the KYC (Know Your Customer) verification for Understory Pay, the document upload area can become locked after you have submitted your initial set of documents. This happens because the verification has moved to manual review with our payment provider (Adyen), and the self-service uploader is closed while review is in progress.
If you need to submit additional documents — for example a beneficial-owner extract, an updated certificate of incorporation, or a clearer copy of an ID — follow the steps below.
What to do
Send an email to [email protected] with the subject "KYC: locked upload — [your company name]".
Include:
Your company name and registration number (CVR / organisationsnummer / VAT ID).
The country your business is registered in.
A list of the documents you have already uploaded.
The documents you want to add — attach them directly to the email (PDF or clear image).
We will forward the documents to Adyen's KYC team on your behalf and either:
Ask Adyen to re-open the upload area, or
Pass the new documents on through their support channel directly.
Typical turnaround: 1–3 business days. Adyen's KYC team works independently from Understory's support, so we cannot guarantee an exact timeline.
What documents are typically required?
The exact list depends on your company structure, but Adyen usually asks for the following before approving Understory Pay:
A valid government-issued photo ID (passport or national ID) for each beneficial owner.
A company registration extract (CVR udskrift / utdrag från Bolagsverket / equivalent).
For larger ownership structures: a beneficial-owner declaration showing every person who owns 25 % or more of the company.
See Verification process (KYC) for Understory Pay for the standard flow.
What we cannot do
We cannot upload documents on your behalf into the Adyen portal — only Adyen can re-open the upload area.
We cannot speed up Adyen's internal review.
We cannot share the specific reason a review was paused; that information sits with Adyen's KYC team and may be communicated directly to you.
If you've been waiting more than 5 business days without an update, reply to the same email thread and we'll chase Adyen for status.