Frequently asked questions

New customer

How do I sign-up with kevin.?

Go to https://www.kevin.eu/#contact-us and enter the requested information.

Can you provide your services to any type of business?

We will evaluate each situation according to the model and nature of the business. We cannot provide an unambiguous answer without a preliminary assessment.

Is there a sign up fee?

No, there is no sign-up fee. You can start anytime by using this link https://www.kevin.eu/contacts/

What is the pricing of your services?

Our pricing varies based on the volume of transactions and the functionality your company wishes to acquire. Contact us to discuss your needs, and we will provide you with the exact amount.

Are there any monthly or maintenance fees?

A monthly fee of €50 is applied in case of fewer than 200 processed transactions during the period. There are no other fees.

Do the payment fees include VAT?

No, payment fees do not include VAT. VAT is calculated with the monthly balance.

Is there a cost for the final customer using kevin?

No, the end user pays nothing. kevin. only charges the merchant.

How can I pay kevin invoices?

Invoice payments can be made by bank transfer using the bank details on the invoice. The invoice number should be entered in the description field.

How are payment fees invoiced?

Invoices for services are issued monthly by the 7th of the month.

Is it possible to use kevin. services without any integration?

No, it is not possible to use kevin. services without integration. The extent of integration required depends on the services required.

Which eCommerce platforms does kevin. support?

kevin. currently offers plugins for WooCommerce, Prestashop, Magento 2, OpenCart, Mozello, Ecwid, Jumpseller, VirtueMart, Eshoprent, and Verskis platforms. In addition, our API documentation for custom integrations is available. The list of platforms for which plugins are available is continuously updated, so if you cannot find the plugin for your e-commerce platform, let us know. We will do our best to provide this option. More information is available here: https://developer.kevin.eu/home/plugins/getting-started

Do you have a page to test kevin.?

Yes. You can find it at https://demo.kevin.eu/

Can I resell kevin. services?

Yes, you can. Please get in touch with help@kevin.eu

Are there legally enforceable guarantees and obligations on your side?

We would like to point out that kevin. is supervised by the Bank of Lithuania and by the State Data Protection Inspectorate. Personal data of the payer are processed pursuant to the requirements set out in GDPR, the Republic of Lithuania Law on Legal Protection of Personal data and other legal acts.

How will you handle the information received?

In the course of processing the personal data of the payer, kevin. implement organizational and technical measures that protect personal data from accidental or unlawful destruction, alteration, disclosure and any other unlawful processing. These measures may include, among other things, encryption, physical access security, auditing and other appropriate technologies.

Who should I contact if I need technical support?

Contact our customer team help@kevin.eu and we will help you accordingly.

Who should I contact if I need help concerning additional or new agreements?

Contact our customer team help@kevin.eu and we will help you accordingly.

How can I reach you on the phone?

Unfortunately, we do not currently offer this option, but we can help you via e-mail. Don't hesitate to contact us at help@kevin.eu, providing as many details as possible (like company details, an accurate explanation of the problem, and payment IDs if the problem is related to specific payments).

Self-service and dashboard

How can I create a new project?

Everything can be done in your dashboard account. Create a new Project on the dashboard for each website you want to use.

Where can I find the API key for my project integration?

If you are still testing, you can find the keys for your project in the dashboard. If you already switched the keys on, please contact help@kevin.eu, confirm the client ID for the project you need the keys for, and we will resend them to you.

What should I do if I can't find the confirmation e-mail after registering?

Check your spam, junk, or other filtered folders if you do not see the e-mail in your inbox. If you can't find the e-mail, contact customer service at help@kevin.eu. We will do our best to process your request as soon as possible.

Is it possible to edit an already approved project in production mode?

Unfortunately, no. These changes are not allowed by the system. Please get in touch with help@kevin.eu if you want to update your information.

How can I verify the Client ID and the secret code once again?

When creating a project, it is critical to securely store ClientID, ClientSecret and EndPointSecret in your environment, as they will only be displayed once. If you have not saved credentials and need a reminder, contact help@kevin.eu.

I received your e-mail, but the link to reset the password or register does not work. It is not active and does not redirect anywhere.

Most of the time, pop-up blockers can cause these problems. Check that pop-ups and redirects are allowed in your browser settings. Also, make sure that no browser extensions prevent the page from opening.

Is it possible to delete test transactions from the dashboard panel?

No. At the moment, this feature is not available.

KYC

What is KYC? Why is it required?

KYC means "Know Your Client". It is a process by which banks and financial institutions obtain information about the identity of their clients. This process helps to ensure the services provided by banks and financial institutions are not misused. The KYC procedure is completed during the onboarding of new clients and is periodically updated according to the risks involved in the business relationship. The central legal basis for the Know Your Customer principle and the KYC checks and verifications in Europe and UK as well as the US are mainly the following: the 3rd EU Money Laundering Directive (Article 8); the 4th EU Money Laundering Directive; the 5th EU Money Laundering Directive; the 6th EU Money Laundering Directive; the UK Bribery Act; and the UK Modern Slavery Act.

When does the KYC process take place?

KYC will take place if one of the following occurs but is not limited to

1. Onboarding new clients unknown to kevin and with whom there is no existing business relationship;
2. When there have been changes in the UBOs or legal representatives of the client;
3. After periodic intervals based on the AML risk assessment of the respective client;
4. At any time that kevin deems it necessary to obtain additional information from existing clients based on the client's transactions.

How does the KYC onboarding process work at kevin.?

Applicants should submit their KYC application form through the platform Dashboard and upload the requested documentation. Once our KYC Team has received the application, we will review the documentation on the Form and might request additional information from the applicant via email. Our KYC Team will also review the availability and functionality of the applicant's website by analyzing the Project on Dashboard. Once the KYC Team has completed all its checks, has validated the documentation and understands the purpose of the business relationship and the risks involved, they will Approve or Reject the KYC onboarding. If KYC has been approved, our Sales department will contact the applicant to explain the next steps of the process.

Why do I need to complete the KYC Form?

We are obliged to collect such information per the requirements of international and national legislation regulating the implementation of the Know Your Customer (KYC) principle. The KYC form is one of the methods enabling us to collect relevant information about your business activity.

Which Form should I choose: Personal or Business?

A Business KYC Form should be completed when a company (legal entity) uses our services and signs an agreement with kevin. A Personal KYC Form should be completed when a physical person (natural entity) will be using our services and signing an agreement with kevin.

What are the KYC documents?

Requirements vary in different jurisdictions. However, account owners generally must complete the identity verification and provide a set of corporate documents:

• Articles of Association
• Recent extract from the Commercial Register
• List of Shareholder(s)
• Corporate Structure up until UBO(s)
• Power of Attorney
• ID of representatives and UBO(s)
• Bank Statement (Proof of IBAN ownership)
• Additional documentation such as License invoices, audit reports etc.

kevin. may request the applicant or existing client to provide any material documentation to substantiate the applicant's or existing client's compliance with the eligibility criteria and conditions for admission. KYC and documentation are updated from time to time to align with relevant market needs and changes or to comply with applicable laws and regulations.

Who is the ultimate beneficial owner?

An Ultimate Beneficial Owner (UBO) is any person controlling or owning more than 25% of the shares or voting rights. The details of beneficial owners must be recorded and held on a central register accessible to competent authorities. The ultimate beneficial owner is someone who ultimately owns or controls the customer and/or the natural person on whose behalf a transaction is being conducted. It also includes those who exercise ultimate effective control over a legal person or arrangement. An ultimate beneficial owner (UBO) is always a natural person.

What happens if the company does not have an Ultimate Beneficial Owner?

In case the company does not have a natural person that owns directly or indirectly more than 25% of the shares or voting rights, you should state the individuals and provide copies of the IDs of the individual(s) to whom applies one of these statements below:

• holds the right, directly or indirectly, to appoint or remove a majority of directors, or
• otherwise has the right to exercise, or exercises, significant influence or control over the company

Who is the legal representative?

The legal representative is a key individual that holds the senior manager's position in the company and has the right to represent the company when opening an account in a financial institution based on the Articles of association or Business registry extract. Usually, the representative holds the position of a director, the head or a board member (the concrete naming depends on the jurisdiction). In some cases, the company is represented by two or more persons. Our KYC department will check how the company is represented by reviewing the Articles of Association and the Certificate from the Commercial Register. If there is a requirement for joint representation, all joint signatories must pass the identity verification through a third-party solution.

How can I submit a KYC Form?

You should log into Dashboard, select your KYC Form and press Submit. Our KYC Team will only be able to review the Form if it has been submitted.

Can I change information or upload documentation once the form has been submitted?

No. Once you have submitted the Form, our KYC department will start reviewing the documentation therein. You will only be able to change information or upload new documentation once the KYC Team has reviewed the Form and changed its status to Input Needed. You will receive a notification via email when the Form has been reviewed, and your Input is needed.

Can my application be rejected?

Yes, applications can be rejected. Failure to provide the documents on time or insufficient evidence of compliance with the eligibility criteria and conditions for admission may cause the rejection of an application file or a ground for kevin. not to commence the admission process or validate the application. All rejections are final, and the KYC Team reserves the right not to comment on its decisions.

How can I verify my identity?

Identity verification is done through a third-party software solution. This software will perform your digital identity verification using facial and document recognition.

What can I do if my ID verification has failed?

In case your identity verification has failed, we recommend that you switch browsers and/or the mobile device that you are using. If the error stilll persists, we kindly request that you contact our customer support team to assist you further.

Who is required to verify their identity?

Any user of the Dashboard and the legal representative(s) of the company.

When does an applicant need to present a Power of Attorney?

When a user is not officially authorized to sign on behalf of the company (on the extract from the Commercial Register), they should present a Power of Attorney signed by the legal representative(s) authorizing them to act and represent the company with kevin.

How do I add a new user?

The process for adding new users is as follows: The company's director (usually the existing user) has to provide us with a signed and dated Power of Attorney for the new/additional users to represent the company; The user has to register on our platform https://dashboard.kevin.eu/auth/login and pass the ID verification; We will check the user and link it to the existing account of Company Ltd.

What are the requirements for my website?

The website that will receive funds through kevin. should be fully functional and have a Terms and Conditions and Privacy Policy in place.

What if the name of company was changed?

If the organization changed its name in the past, all the documents related to the change must be provided. This includes certificates of the name change.

What about documents validity date?

If there are requirements on the validity date, those must be met. A document that is expired or about to expire shortly will not be accepted. This is particularly valid for extracts from the trade registry and copies of passports or identity documents.

What type of documents could be accepted?

The document must be issued by an authority that is the official authority in the country. Documents issued by commercial databases do not qualify.

What if I do not have a full document, but the most important information is there?

The document must be complete. Documents with missing pages or data will be rejected. It is only acceptable to blacken out some parts if they are for confidentiality reasons and not essential to our validation process.

What are the requirements for qualifying documentation?

For passport or ID copies, full colour, image mode scan or picture taken directly from the original source document, in pdf or jpeg, of excellent quality will only be accepted. Poor-quality copies or copies that are incomplete or have some parts missing will not be accepted.

What about the Apostille and digital signature?

The Business extract and the Power of Attorney require Legalisation (Apostille) if the documentation is issued by a public institution other than Estonia, Latvia, Moldova, Ukraine, Russia, or Belarus. The Apostille requirement can be avoided if the legal representative(s) digitally signs the document via DocuSign. Please let our KYC Team know so they can send you a link to sign the document digitally.

What is the extract from the Company/Trade Registry?

Evidence that the organization legally exists and is properly registered in the applicant's country at the time of application. It usually contains the main details such as Company name, address(es), Directors, shareholders, etc. It should be recent (less than three months old) and issued by the country's competent authority. If the document is issued by a public institution other than Estonia, Latvia, Moldova, Ukraine, Russia, or Belarus, it should be Apostilled or digitally signed.

What is the article of association?

A document that sets out the entity's name and its purpose. It also includes the responsibilities of the directors and the management and how shareholders exercise control over the board of directors and the organization.

Do you need a document showing company structure?

Document showing the entire upward shareholding (legal) structure of the applicant all the way to the ultimate beneficiary owner. It should include the following: − The direct and indirect shareholding ownership, including intermediaries, with the legal names of the (ultimate) shareholders and intermediaries. − Legal and natural persons (corporates, institutional, governmental or individual) owning and/or controlling directly or indirectly, on an aggregate basis, more than 25% of the entity's shares. − Clear percentage of ownership (if > 25%) − Date

What is a proof of authorized signatures?

Proof issued by the applicant's entity that indicates that the person who submits the KYC Form and Project on Dashboard has the power to represent the organization. The document must be clear and detailed about the signature authority. A document simply showing the internal organization will not be accepted. If the evidence is a power of attorney, it must be valid at the time of application. Documents with an expired validity period will be rejected. The scope of a power of attorney must be broad enough to cover the KYC onboarding process with kevin. The signature policy applicable to the applicant organization must be complied with. If a joint signature is required, the documents shall be signed jointly by the individuals duly authorized to sign. If it is not the case, kevin. will reject the document.

What is financial operating license?

An official document issued by the local financial regulator or supervisory authority authorizing the entity to conduct financial business and specifying the type of business and activities the applicant is authorized to operate.

What is a proof of IBAN Ownership?

A document that confirms that the bank account belongs to a specific company. The documents accepted include recent bank statements or a letter issued and signed by the bank indicating the bank account number and the name of the company.

How is the information stored?

kevin. may process personal data in compliance with legal requirements related to the implementation of the "Know your Client "principle and prevention of possible money laundering and terrorist financing, prevention of fraud, detection, investigation and informing of such activity. More information on how and what personal data we process can be found in the Privacy Policy.

What is Know Your Customer (KYC) form and why does the kevin. request it?

International legal acts and the Law of the Republic of Lithuania on the Prevention of Money Laundering and Terrorist Financing require banks to know their customers and collect and store information related to them. Every customer should submit the Know Your Customer (KYC) form, whose purpose is to get to know the customer's business, identify the final beneficiaries and implement the requirements of the Law on the Prevention of Money Laundering and Terrorist Financing. Information for the KYC form is obtained directly from the customer and the registers at the bank's request. We ensure that the information provided is considered confidential information and will be stored per legal requirements.

How often do you need to fill in the form?

kevin. requires updating the Know Your Customer Form periodically. It is usually enough every 1–3 years. kevin. will inform you when the time to update the Know Your Customer form comes.

What happens if I fail to fill in the Know Your Customer Form in time?

If you fail to complete and submit the Know Your Customer Form in time, we will not be able to provide you with some or all of our services. In this case, restrictions may apply to using a personal bank account, payment card(s), Internet bank, smart application, or other services. After submitting a completed Know Your Customer Form, you will get access to these services.

Why are certain questions included in the form?

We are required by law and supervisory authorities to acquire adequate knowledge of our customers to whom the bank provides financial and ancillary services. The Know Your Customer Form helps us to collect and, in the course of the business relationship, update information about the activities, sources of income, business partners and financial operations of our customers, preventing money laundering and terrorist financing.

How do I fill in the Know Your Customer Form?

Applicants are required to submit their KYC application through the Dashboard and upload the requested documentation. Once our KYC Team receives the application, they will review the documentation and might request further information from the applicant via email. Our KYC Team will also review the availability and functionality of the applicant's website by examining the Project on Dashboard. Once the KYC Team has completed the review process, has validated the documentation and has understood the purpose of the business relationship and the risks involved, the KYC onboarding will be approved or rejected. If KYC is approved, our Sales department will contact the applicant to illustrate the next steps of the process.

Why am I getting an error when trying to add my personal IBAN to the company's account?

The IBAN added for whitelisting/approval must belong to the legal entity for which the money is collected.

Could you add/change my collection account?

If you want to change your account, you must do this through the Dashboard. Add a new IBAN to your KYC form, and contact us again to activate it for you. Once approved, you can start collecting the payments to the new account.

Can I add multiple collection accounts for the same website?

If you want to change your account, you must do this through the Dashboard. Add a new IBAN to your KYC form, and contact us again to activate it for you. Once approved, you can start collecting the payments to the new account.

Can I change the company and bank account for my website?

Unfortunately, it's not so easy. To assign a project to a different company, that company must be registered in the Dashboard and have KYC approved. Once done, either a new project can be created with the same website URL and the previous one terminated, or the same project can be assigned to a new KYC.

Payments

Is it possible to use kevin. services with customers outside of EU/EEA?

Unfortunately, this is not possible.

What banks do you support?

The current situation can always be monitored on our demo page https://demo.kevin.eu/. Select the country and all available banks will be displayed.

Do you support recurring payments with A2A?

Currently, we do not support recurring payments with A2A.

I would like to add the kevin. payment option to my other websites. How can I do this?

If your other websites are under the same company you already registered in the Dashboard, you can create new projects for those websites. If your other websites are registered under different companies or entities, you must register the companies and sign an agreement for each. The onboarding process should start from the beginning.

How long it takes for payment to be received?

Most of the transfers are processed via INSTANT SEPA TRANSFER. For those payments, the transaction is processed pretty much immediately, and you should be able to see the funds on the account within a couple of minutes. However, some payments are processed via STANDARD DOMESTIC SEPA TRANSFERS payments, usually executed in 1 day if initiated on a business day. However, it can take up to 3 days if initiated during the weekend.

Can I change payment expiration time?

Yes, it is possible by contacting help@kevin.eu. However, the recommended expiration time for transactions is 48 hours. The idea behind 48 hours recommendation is that it is a usual off-hours period for banks that halt payment processing during conventional non-business hours. They do not process the payments on the weekend, so by having 48 hours expiry, we ensure that payments performed on the weekend and marked 'pending' can still be processed by the bank.

Where can I find reports for EOD settlements?

Contact invoices@kevin.eu until the automatization of the process is completed. Reports can be provided daily/weekly/monthly.

Who should I contact regarding debt reconciliation reports?

Contact invoices@kevin.eu.

Can you generate and provide a report with all the completed/successful transactions? Would you be able to provide such a report on a regular basis?

We can provide a report about merchant transactions upon request. Even if there is no option to generate the report on a recurring basis, our developers are working on automatization.

In what currencies can reports be provided?

It depends on the individual situation and the type of report you need. The best way is to explain your needs to our customer support team at help@kevin.eu.

What personal data is sent to kevin. as a payment provider?

kevin. must receive the account list information when providing the payment initiation service. After receiving the list of accounts, it is presented to the payer, who must choose the account from which he wants to initiate the payment. All other information is not used by KEVIN, as it is not necessary to provide the payment initiation service.

Why do end users see kevin. as a payment option? What is it? Should they trust this payment method?

kevin. is a payment solution. The difference is that kevin. uses the bank's APIs to initiate a payment using only the client's IBAN information. The buyer provides less sensitive information about their bank account, making kevin. a safer payment method.

How long will kevin. keep the information received about the end user's account?

Personal data will be retained for a period not exceeding 3 years after the payment initiation and provision of account information.

Other

I wish to stop receiving marketing e-mails/newsletters from you. What should I do?

The quickest way is to unsubscribe from such e-mails. You can find the option to do this at the bottom of each e-mail.

I would like to suspend my agreement with kevin. Is it possible?

Yes, it is possible if it's temporary. Please, contact our support team at help@kevin.eu and we will discuss your options.

I would like to terminate agreement with kevin. What should I do?

Please, contact our support team at help@kevin.eu.

I would like to apply to work at kevin., but I am not sure if this is the right place to write.

Check out our careers page https://www.kevin.eu/careers/ to see what positions are currently open. If you have already applied and have questions, please contact career@kevin.eu.