StepChange Debt Charity

 Pulse – Error When Sending KYC Details

Summary

This article explains how to resolve common errors that occur when sending KYC (Know Your Customer) details in Pulse. These errors are often caused by incomplete or incorrectly entered client contact information.

Common Causes of KYC Submission Errors

One of the most common reasons for KYC errors is an issue with the client’s address—such as the system not registering it properly or the house number/name being missing.

How to Resolve the Address Issue

 Go to the client’s Account section.

Navigate to Contact Details.

Scroll down to the Address section.

Select Enter address manually.

If the address is complete from the house number down, scroll down and select Continue.

If the house number or name is missing, do the following:

Move the Company Name into the House Number field.

Scroll down and select Continue.

Other Common Reasons for KYC Errors

Client’s full name is not present - Ensure the forename and surname are fully completed—do not use initials.

Client’s telephone number is missing, or preferred contact method is not selected - If the client wishes to use a telephone number, ensure the number is entered and the preferred contact method is selected.

Once all details are corrected, return to the Verification screens and attempt to send the KYC details again.

If the error persists after these corrections, please raise a ticket for further investigation.

FAQ’S

Q: Can I use initials in the client’s name?

A: No. Full forename and surname must be used.

Q: What should I do if all details are correct, but the error still appears?

A: Raise a support ticket so the issue can be looked into further.

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