Introduction to Nuvei Onboarding

Welcome to Nuvei, we’re excited to help you get set up and start processing payments as quickly and smoothly as possible. This onboarding guide will walk you through everything you need to know, from accessing your Client Portal to submitting your documents and activating payouts.

What to Expect During Onboarding

Guided, transparent process – Your Client Portal is your central hub throughout onboarding. It shows your real-time application status, any action items you need to complete, and a clear checklist of documents or information still required.

Simple, step-by-step progress – As your application moves through review, you will be able to track your steps during the onboarding journey with updates such as Application Submitted, Under Review, Action Required, and ultimately Live. Each step tells you exactly where you are in the process and what, if anything, you need to do next.

Clear documentation requirements – To ensure your onboarding is moving forward in a timely manner, we will ask you for documents relating to the business, owners and authorized signatories. Whenever a document or additional information is requested, it will appear directly under the ‘Document upload’ section, along with instructions under each document.

You will have the option to address any questions you may have regarding a particular document.

Support at every step – If you ever need help, you can use the onboarding chatbot for instant answers or contact your Nuvei Account Manager.

Getting Started With Your Client Portal

Your Client Portal is the heart of the onboarding process. It’s where you’ll complete your application, upload documents and track your status, This section will help you get comfortable with the basics so you can move through onboarding quickly and confidently.

Accessing the Portal

When we initiate your onboarding, you will receive a welcome email containing your account activation link. Follow the steps in that email to create your login credentials.
If you did not receive the email or cannot access your account, contact your Nuvei Account Manager for assistance with activation or a password reset.

Forgot Your Password

Click ‘Forgot Password?’ on the login screen. You will receive an email with a secure link to reset it.

Saving and Returning to Your Application

You do not need to complete everything in one session. At any time, click ‘Save Progress’ to pause your application. When you log back in, you can start from where you left off, with all your previous information preserved.

Your Dashboard Overview

When you log into the Client Portal, you will see a clear overview of your onboarding progress:

• Your homepage, where you can understand your current application status (such as ‘Under Review’, ‘Action Required’) displayed prominently at the top of the screen.
• Your homepage, where you can check the status of your onboarding tasks.
• ‘Need help’ section, where you can find an onboarding video, a link to our knowledge base, and a virtual assistant.

You can also navigate to the following sections:

• Application form
• ‘Document Upload’, where you can review your documents and determine which information or documents we still need from you.
• Banking Details
• Equipment (if relevant)

Stay notified – Via the bell icon, you will be able to review the following:

• Notifications whenever your document status changes or an update is available. This page acts as your real-time progress tracker and your single source of truth throughout onboarding.
• The most accurate and up-to-date view is always inside your portal.
• You will receive email notifications if:
  • Your status changes.
  • A document is approved.
  • Additional information is required.

Understanding Application Steps

Your application moves through several stages during onboarding. Each stage in your Client Portal is designed to show you exactly where you are in the process and what, if anything, you need to do next. This section explains each status, what it means, and what to expect.

Application Submitted

What it means:

We have successfully received your application and your profile [RF1.1]is being set up in our system.

What you need to do:

No action at this stage.

What happens next:

Your application will soon move to Under Review, where our teams begin assessing the information you have provided.

Under Review

What it means:

Our underwriting team is actively reviewing your details to ensure everything is accurate and complete.

What you need to do:

No action at this stage.

Good to know:

Depending on the complexity of your application, this step may take time. We will notify you if we need anything.

Application Approved

What it means:

Your application was approved.

What you need to do:

You can now start reviewing your ‘Action Items’ in the ‘Document Upload’ section.

Action Required

What it means:

Your application is paused because we need additional information or documentation to continue.

What you need to do:

Visit your Action Items section in the portal and check all action items with status ‘Action required’. You will find a clear list of what is missing, along with comments from our Underwriting team.

Why this happens:

Common reasons include:

• • A document needs a clearer copy.
  • A document may be expired or outside of the accepted time frame.
  • Additional verification is required.
  • Details need to be corrected or updated.

Action Required: Please Sign Your Agreement

What it means:

Your agreement is now ready for signature.

Good to know:

Your agreement can be sent for digital signature via DocuSign or for manual review by your Nuvei Account Manager.

What you need to do:

Check your inbox and your spam folder for any email related to the agreement. The email will contain instructions on how to electronically sign your agreement using DocuSign.

In case you wish to forward the document for someone else to sign, use the following instructions:

1. Click the link above to access the document.
2. From the top right corner click the ‘Other Actions’ menu button
3. Click the ‘Assign to someone else’ button from the dropdown area.

Agreement Signed

What it means:

You have now signed your agreement, and our technical teams are setting up your account.

What you need to do:

Not action at this stage.

Agreement Countersigned

What it means:

Your agreement is now countersigned by Nuvei, and you can check your email for the countersigned copy.

What you need to do:

Save the file for your records.

Integration in Progress

What it means:

You are now in the technical setup phase, meaning that before taking your integration live, you will need to test it thoroughly in Nuvei’s integration environment. More information about testing options, you can find on the following Link or you can ask your integration specialist.

What you need to do:

Follow the guidelines of our Integration team or the dedicated Integration Manager.

Setting Up Your Account

What it means:

Our configuration team is now provisioning your account and finalizing your setup.

What you need to do:

No action at this stage.

Testing in Progress

What it means:

You can now use your integration environment to run test transactions and certify your integration to ensure your account is working as expected before going live.

What you need to do:

Proceed test transactions to ensure your integration is working properly.

Action Required: Submit Banking Details to Receive Payouts

Your account is approved and you can begin processing transactions. However, payouts (your settlements) are not yet enabled.

What you need to do:

Log to the portal to submit your bank account, in the Banking Details section.

Good to know:

Once banking details are submitted, our teams will start internal review. When the banking details are approved, the following process will commence:

1. Test Wire Preparation:

• If the settlement amount to be paid is exceeding 10 000 (USD), a test wire of 100 (in the relevant currency) will be initiated on the scheduled payment day or sooner, if possible, to verify the merchant’s banking details and ensure accuracy.
• We will send a wire per currency, if applicable.

2. Deduction from Total Amount:

• The test wire amount (100) (is a part of the settlement of the schedule payment day), as so in the Control Panel the client will see only the total payment deducted from its balance) will be deducted from your balance; will be visible on your movement report as a Payout.

3. Confirmation:

• Your Account Manager will notify you via email when the test wire has been initiated, and we will wait for your written confirmation that the wire has been received.

4. Release of Funds:

• After receiving your confirmation, the remaining balance will be released.

Your Account is Live

What it means:

Your onboarding is complete. You can now process transactions and receive payouts to your verified bank account according to the agreed payout cycle.

What you need to do:

No action at this stage. You are fully set up and ready to go.

Next steps:

Explore your Control Panel (https://docs.nuvei.com/documentation/control-panel-docs/overview/) to make the most of your Nuvei account. Ask your Nuvei Account manager for additional cards and APMs (alternative payment methods) available as per your needs.

Completing the Application Form

Your application form provides us with the essential information we need to verify your business and set up your Nuvei account. This section explains how to complete it accurately, what key fields mean, and how to avoid delays.

Mandatory Fields

Mandatory fields are clearly marked with an asterisk (*). You must complete these before submitting your application.

If you do not have all the required information yet, you can click ‘Save Progress’ and return at any time, your progress will be preserved.

Onboarding Multiple Entities

If your business operates multiple legal entities, you’ll receive a separate application form for each entity and we will endeavor to streamline the onboarding as much as possible. All forms will appear under your single portal login, and you can switch between them using the dropdown menu at the top of the screen.

Key Fields Explained

Some fields in the application relate to your ongoing account setup and customer experience. This section provides information about what the fields mean.

Primary Contact

The Primary Contact is the main person responsible for managing this application and communicating with our teams.

All key decisions, approvals, and follow-ups will go through this individual.

Descriptor (Billing Descriptor)

A billing/ payment descriptor identifies your transaction on your customer’s bank or card statements when they make a purchase from you, for example: MYSTORE.com

A clear descriptor helps customers recognize the charge and reduces the risk of disputes or chargebacks.

City Field (Second Descriptor)

Used as a secondary line on a customer’s bank statement.

Directors and Owners Section

Under this section of the application form, we kindly ask you to provide the following types of information:

• Who manages your company day‑to‑day – List the individuals responsible for the daily operations of your business. This may include directors, authorized signatories, or anyone who will act as the main point of contact with Nuvei.
• Your company’s ownership structure – Add each company or person who owns 25% or more of your business. Continue adding owners layer by layer until you reach the ultimate beneficial owner (UBO).
  
  A UBO may hold less than 25%, but is still considered the final individual who ultimately owns or controls the business.

If your business is owned by a parent company:

Include the parent company in the ownership chain. If the parent company is publicly listed, simply select ‘Public Company’ from the menu.

Our signatory is not a company director, what documentation do we need to provide?

If the person signing your Merchant Services Agreement or any related documents is not an authorised signatory for your company, we will need some additional information to confirm that they are allowed to sign on your behalf.

Examples of documents you can provide include:

• Board minutes or a board resolution.
• Delegation of authority policy.
• Any internal document that confirms their signing authority.
• If you do not have these documents available, Nuvei can provide a simple template you can use. Contact your Account Manager who will assist.

Control Panel Admin

The admin is the user who will act as the Control Panel Administrator. This person will have administrative permissions for your Nuvei Control Panel after you go live.

APM Pricing Manager

The APM Pricing Manager role manages pricing for Alternative Payment Methods (APMs) within the Control Panel.

Tips to Avoid Delays

To help your application move through review quickly, use the following steps which can significantly reduce the likelihood of your application being returned for corrections.

• Double-check that all mandatory fields are complete.
• Ensure business names and addresses match your incorporation documents exactly.
• Provide accurate contact information for key stakeholders.

Uploading Documents and Managing Action Items

Your Action Items area is the most important part of the onboarding process. It tells you exactly what information or documents we need, allows you to ask your questions to our Underwriting team, and helps you move through onboarding as quickly as possible. This section explains how to use it effectively and how to avoid common pitfalls.

Where to Find Your Required Documents

You will see the Documents requested when you login to your portal and navigate to ‘Document Upload’ section. This is where all outstanding documents to be provided are displayed. Each item clearly shows what is required and whether further action is needed from you.

Your tasks are grouped into three categories:

• Action Required (Top Priority) – Items that need your attention, for example:
  • Missing document.
  • Document that must be resubmitted.
  • Additional information requested by our team.

• In Review – These are items you have already submitted. Our Underwriting team is currently verifying them. You do not need to do anything here unless we request additional clarification.

• Completed – These items have been approved and require no further action. You can safely ignore them moving forward.

Using the Upload and Communication Modal

When you click ‘View More’ on any Document, a pop-up window (modal) opens. This is where you can place your comment or explanation in relation to the requested document.

Within this modal, you can:

• See the Full History – View all previous comments, requests, and messages related to the item.
• Ask Questions – Use the message box to clarify exactly what we need.
• Upload Documents – Click the ‘Upload files’ paperclip icon or drop your files to attach the file you’re submitting.
  
  You can send a message and an upload in the same submission.

• Submit the Item – Once sent, the Action item’s status automatically updates to In Review and notifies our team.

Document Requirements: What We Look For

Submitting clear, accurate documents is the fastest way to prevent delays or rejections.

• Proof of Address – Examples: Utility bill, bank statement. The proof of address must be:
  • Dated within the last 3 to 6 months.
  • Show your full legal name.
  • Show your full address.
  • Include the company’s logo or issuing institution.
    Common rejection reasons: black-and-white copies, screenshots, missing corners, outdated documents.

• Photo ID – Examples: Passport, driver’s license. The photo ID must:
  • Be full-color.
  • Show all four corners.
  • Be valid (expired documents will not be accepted).
  • Have a clear, legible photo.
    Common rejection reasons: glare, blurry image, partial image, screenshot of a digital ID.

• Corporate Documents – Examples: Certificate of Incorporation, business registration. The corporate documents must:
  • Show the exact legal name of the company.
  • Show the registration number.
  • Come from the official government authority.
    Common rejection reasons: wrong entity, outdated documents, unofficial records.

• For Publicly Owned Companies – If your company is publicly listed, we only request information that is not publicly available. We aim to minimize the documentation required.

Best Practices for Fast Approval

To keep your onboarding moving quickly:

• Always upload high‑quality color copy of your documents.
• Double-check that names, addresses, and dates match your application.
• Read the underwriter’s latest comment before uploading.
• Make sure the full document is visible and has no cropped edges.
• Only upload acceptable file types (PDF, JPG, PNG).
• Small improvements in document quality can significantly speed up your approval.

Tracking Your Application Effectively

Email and Portal Notifications

You will receive an email whenever your status changes or when additional action is needed.

Activating Payouts

Once your application is approved, there is one final step before you can begin receiving funds: submitting and verifying your banking details. This step helps ensure your payouts are sent securely and accurately.

Why Payout Activation Is Separate

For security and compliance reasons, Nuvei verifies your payout (settlement) information independently of your main application review. This protects your business by ensuring funds are sent to the correct account and prevents unauthorized changes.

When You’ll See ‘Action Required: Submit Banking Details to Receive Payouts’

After your application passes all checks, your status will update to ‘Action Required: Submit Banking Details to Receive Payouts’. This means:

• You can begin processing transactions.
• You cannot receive payouts yet. To enable payouts, you must complete one final Action Item (submitting your bank details).

How to Submit Your Banking Details

Follow these steps to activate your payout settings:

1. Log in to your Client Portal.

2. Go to the ‘Action Items’ section.

3. Look for an item named ‘Submit Banking Details’ or ‘Verify Payout Information’.

4. Click ‘View & Upload’.
A modal will open with instructions for providing:

• Your bank account details (e.g., IBAN, SWIFT/BIC, Routing/Account Number).
• Any required verification documents, such as:
  • Bank statement.
  • Voided cheque.
  • Account confirmation letter.

6. Upload the document(s) and submit.
Once completed, the item will move to ‘In Review’ while our team verifies your information.

When Payouts Become Active

As soon as your banking information is approved, your application status will automatically update to: ‘Live’. From this point forward, you can process transactions and receive your settlements to the verified bank account.

Testing Wire

Once banking details are submitted, our teams will start internal review. When the banking details are approved, the following process will commence:

1. Test Wire Preparation – If the sum to be paid exceeds 10 000 (USD), a test wire of 100 (in the relevant currency) will be initiated on the scheduled payment day to verify the merchant’s banking details and ensure accuracy.

2. Deduction from Total Amount – The test wire amount (100) will be deducted from the total balance owed by Nuvei to the merchant. The remaining balance will be held until the confirmation is received.

3. Confirmation – Once the test wire is performed, you will be contacted by your Nuvei Account Manager to confirm you have received the wire transfer by email.

4. Release of Funds – After receiving your confirmation, the remaining funds will be released.

Troubleshooting Delayed Payouts

If your first payout has not arrived, check the following:

• Bank Details Not Verified – Ensure the ‘Submit Banking Details’ item is in ‘Completed’, not ‘In Review’ or ‘Action Required’.
• Outstanding KYB Documents – Some final documents may still need approval before payouts can be released.
• Processing Threshold Not Reached – Most merchants must reach a minimum processing threshold (e.g., 5000 in your processing currency) before the first payout can be triggered, as detailed in your Merchant Services Agreement.

Using the Onboarding Chatbot

The Nuvei onboarding chatbot is your quickest way to get real-time assistance during the onboarding process. Available 24/7, it provides instant answers, guides you through your next steps, and helps you resolve common questions without waiting for human support.

What the Chatbot Can Help You With

The chatbot is designed to assist across multiple areas of onboarding.

Understand Document Requirements

The bot will give you the specific requirements and best practices as answers to questions such as “What do you need for Proof of Address?” or “What qualifies as a valid Photo ID?”.

Explain Application Statuses

You could ask: “What does Under Review mean?” or “What happens after this?” The bot will give you a clear explanation tailored to where you are in the process.

Get Help With Payout Activation

You could ask: “How do I enable payouts?”. The bot will walk you through the banking details step.

Escalating to Human Support

If the bot cannot answer your question, or if you simply want to speak with a person, you can always contact your Nuvei Account Manager.

Managing Your Portal Account

Your Client Portal login gives you access to your onboarding progress, application details, ‘Action Items’, and support tools. This section covers how to manage your access and keep your account secure throughout the onboarding process.

Resetting Your Password

If you forget your password or are unable to log in, do the following:

1. Go to the Client Portal login page.

2. Click ‘Forgot Password?’.

3. Enter your registered email address.

4. Follow the secure link sent to your inbox to set a new password.
This process takes just a few seconds and immediately restores access to your portal.

Troubleshooting Login Issues

If you still cannot access your account after resetting your password or if your login no longer appears active, contact the Nuvei representative you have been working with (your Account Manager or Business Development Manager), who can assist you with:

• Login reactivation.
• Access resets.
• Email updates.
• Security checks, if an account becomes locked.

Adding or Updating Team Members

At this time, access to the Onboarding Portal is limited to the primary contacts listed during your application. If you need to do any of the following, contact your Nuvei representative who will update your account details and ensure the correct user has access:

• Add a new primary contact.
• Change the existing primary contact.
• Transfer portal access to another team member.

Keeping Your Account Secure

For your protection:

• Never share your login credentials.
• Use strong, unique passwords.
• Ensure only authorized team members have access.
• Contact Nuvei immediately if you suspect unauthorized activity.

Glossary of Key Terms

This glossary explains key terms you will encounter throughout the Nuvei onboarding process. Use it as a quick reference whenever you see a term that you are unsure about.

Action Items

A list of tasks or documents required to continue your onboarding. Each item clearly states what is needed and includes a chat tool to communicate directly with the Underwriting team.

Action Required

A status indicating that your application is paused because we need additional information or documentation from you.

Application Status

A real-time label (e.g., ‘Under Review’, ‘Action Required’, ‘Approved – Live No Payouts’) that shows exactly where you are in the onboarding journey and what you may need to do next.

APM Pricing Manager

A user role within the Nuvei Control Panel that manages pricing settings for Alternative Payment Methods (APMs).

C-Panel Admin (Control Panel Administrator)

A designated user with administrative rights in the Nuvei Control Panel. This person manages account settings once your merchant account is live.

City Field (Second Descriptor)

Additional text that appears on a customer’s bank statement. Often used to display a customer support number to reduce disputes.

Completed Items

Documents or tasks that have been approved. No further action is required.

Descriptor (Billing Descriptor)

The name or phrase customers see on their bank or card statements when they make a purchase from you. Clear descriptors help prevent disputes.

In Review

An Action Item status indicating that the document or information you submitted is currently being verified by Nuvei’s Underwriting team.

KYC / KYB Under Review

A status indicating that your identity or business verification documents have been received and are being reviewed by our compliance specialists.

Live – Payouts Enabled

Final onboarding status. Your account can now process transactions and receive payouts to your verified bank account.

On Hold

A temporary status indicating that either Nuvei is performing internal checks or we are waiting for information from you. Check your Action Items for any outstanding tasks.

Primary Contact

The main person responsible for completing the application and communicating with Nuvei during onboarding.

Processing Threshold

A minimum processing amount (e.g., 5000 in your processing currency) that may need to be reached before the first payout is released.

Proof of Address

A document—such as a utility bill or bank statement—used to verify your address. Must be dated within the last three months and show your full legal name and address.

Proof of Identity (Photo ID)

A government-issued ID such as a passport or driver’s license used to verify your identity.

Settlement Cycle

The schedule that determines how often payouts are sent to you (e.g., daily, weekly). Defined in your Merchant Services Agreement.

Submit Banking Details

A final ‘Action Item’ required to activate payouts. You must submit your bank account information and verification documents before payouts can begin.