Onboarding & verification

This page explains everything about completing your Keeal account setup: what we need, what each step does, how long it takes, and what to do when something goes wrong.

Why we need this information

• Identity verification – Required by regulations and our partners so we can send you money. We use a trusted provider and support many countries.
• Personal/legal details – So we can issue correct tax documents and comply with anti–money laundering rules. Keeal supports personal accounts only (individuals/contractors).
• Payout method – So we know where to send your earnings (e.g. your bank account).

You cannot receive payouts until onboarding and verification are complete and approved.

What you need before you start

Have these ready:

Step-by-step: what you’ll see and do

1. Open onboarding

• After sign-up, you may see a banner or card on the dashboard: “Complete onboarding” or “Finish setup.” Click it.
• Or in the sidebar, click Onboarding (or Complete onboarding).
• You’ll go through a short multi-step form. You can often save and come back later.

2. Personal / legal details

• Legal name – Enter your full name exactly as on your ID. No nicknames unless that’s your legal name.
• Address – Enter your full address. This is used for compliance and may appear on invoices or tax forms.
• Keeal supports personal accounts only (individuals and contractors). Use your own name and details.

3. Identity verification

• You’ll be redirected to our verification provider (in the same tab or a new one).
• Upload ID: Take a photo or upload a clear image of your passport or driver’s license. Both sides if required. Ensure:
  • No blur, no glare.
  • All four corners visible.
  • Text readable.
• Selfie (if asked): Take a selfie in good light, face forward. The provider may guide you to match your face to the ID.
• Submit – The provider will check. This can take from a few minutes to a couple of business days depending on region and volume.
• You’ll see a result in the dashboard: approved, or a reason if it failed (e.g. “Document unclear”).

4. Email verification (if not done already)

• We send a link or code to your email.
• Click the link or enter the code in the dashboard.
• If you don’t see it: check spam, promotions, and trash. Add our domain to safe senders. Use Resend in the dashboard if available.

5. Phone verification (if required)

• Enter your phone number with country code (e.g. +1 234 567 8900).
• We send an SMS or place a call with a code.
• Enter the code in the dashboard.
• If you don’t get it: wait a few minutes, check the number, try Resend code. Some carriers delay SMS.

6. Payout method (bank account)

• Go to Settings → Payout method (or the step in onboarding if it’s included there).
• Enter:
  • Account holder name – Exactly as on the bank account.
  • Account number
  • Routing number (US) or sort code (UK) or equivalent for your country.
  • Bank name
• We may do a small test deposit or use other checks to confirm the account. Follow any instructions shown.
• Save. Your payout method is then used when we send you money.

7. Submit for review

• After all steps are done, click Submit or Finish.
• We review your application (usually within a few business days).
• When approved, we’ll enable payouts and notify you by email or in the dashboard.
• Until then, you can often still create invoices and payment links and collect payments; the money will sit in earnings until payouts are enabled.

How long each part takes

Total: Often same-day to a few business days from start to “payouts enabled,” depending on region and verification provider.

If something fails or you’re stuck

“I didn’t get the verification email”

• Check spam, promotions, trash.
• Add our sending domain to your safe senders list.
• In the dashboard, use Resend verification email or Verify email to get a new link/code.
• If you changed your email, make sure you’re checking the current email on the account.

“Identity verification failed”

• You’ll see a reason in the dashboard (e.g. “Document expired,” “Image unclear,” “Name mismatch”).
• Fix the issue:
  • Unclear document – Upload a new photo with better light, no glare, all corners visible.
  • Expired document – Use a valid, non-expired ID.
  • Name mismatch – Ensure the name on the form exactly matches the name on the ID.
• Then try again (there’s usually a “Retry” or “Start over” for verification).
• If it keeps failing, contact support from the dashboard with the exact error message you see.

“Phone verification – I didn’t get the code”

• Wait 2–3 minutes; some carriers delay SMS.
• Check the phone number (including country code).
• Use Resend code once; avoid requesting too many in a short time.
• If you’re on VoIP or a virtual number, try a mobile number if the provider allows.

“Payout method failed” or “Bank account invalid”

• Double-check account holder name, account number, routing/sort code, and bank name. One typo can cause failure.
• Ensure the account is yours and can receive transfers in the currency we use for payouts.
• Update the details in Settings → Payout method and try again.
• If your bank isn’t supported, we may show that; you’ll need to use a supported bank or payout method.

“Onboarding is stuck” or “I don’t see the next step”

• Refresh the page and sign in again.
• Check the dashboard and Onboarding page for any alerts or required actions.
• Try a different browser or device if something doesn’t load.
• Contact support from the dashboard and describe what you see (and what you expected).

After onboarding is complete

• You’ll be able to receive payouts to your bank (or other payout method) when we clear settlements.
• You can update your profile, payout method, and many settings under Settings.
• If we need extra documents later (e.g. proof of address), we’ll ask in the dashboard; upload them there.

Related

• Getting started – Full setup flow from sign-up to first payment
• Dashboard – What you see after onboarding
• Payouts – How and when money reaches your bank
• Verification & compliance – More on ID, documents, and W‑8BEN