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KYC problems must be diagnosed from the exact Tapp state or error. Do not guess required documents, provider review times, rejection reasons, or legal consequences. Owner actions and status visibility have different permissions.

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Who can do this?

Owners and Managers and Staff can use the information with the scope described. Only Owners may start or resume KYC. API status read access exists for all three store roles even though the current Admin UI presents progress only to the Owner.

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Where

Owners troubleshoot start/resume from Set up your shop. Owner, Manager, and Staff roles are authorized to read store status at API level, but current Admin KYC progress UI is Owner-focused.

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Steps

  1. Record the selected shop, account role, displayed state, exact message, time, and whether the issue occurred before opening the hosted page, inside it, on return, or during call booking.
  2. For start errors, verify the Owner role and that the business and shop setup are present and active. Do not invent which missing value the provider wants.
  3. For status errors, distinguish missing business/legal entity, missing account holder, provider retrieval failure, invalid response, and rate limiting.
  4. For pending status, refresh after the completed external action; do not equate waiting with failure.
  5. For rejected due diligence, use the offered rebook path. The UI does not expose a specific rejection reason.
  6. Escalate unresolved cases to @sebestil with non-sensitive identifiers and exact errors.

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Platform notes

The evidenced start failures include missing or inactive business, incomplete owner or store data, non-Owner access, an already active process, unsupported business type or country, rate limiting, and generic provider/system failure. Status can fail when local provider records are absent or provider retrieval fails. Payments are blocked while due diligence is pending or rejected.

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Market notes

The diagnostic categories apply to GB and DE. Requirements can differ by business and market, so a resolution that worked elsewhere is not proof of what this case needs. This article is not legal or compliance advice.

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Evidenced troubleshooting

Never send identification documents, bank data, or provider credentials in an ordinary support message. Use the approved secure process when one is explicitly provided. For escalation, include shop ID, non-sensitive business reference, role, status fields, exact error, browser/app surface, and timestamp; omit speculative causes.