Why ThryvPay May Require Additional Verification Documents

ThryvPay® is required to comply with Know Your Customer (KYC) and Know Your Business (KYB) regulations — government regulations that apply in every country where Thryv® operates. These regulations exist to protect businesses and their customers from fraud and financial risk. As a result, ThryvPay® may request additional verification documents after your initial application, when important account information changes, or when a document on file expires and needs to be replaced. Completing verification promptly keeps your ThryvPay® account active and ensures you can continue processing payments without interruption.

How to Upload Verification Documents to Your ThryvPay Account

When ThryvPay® requires additional verification, a red alert icon will appear on your ThryvPay® dashboard on both desktop and mobile. You will also receive an email notification at the primary email address on file. To begin uploading the required documents, click Upload Now on the alert banner.

The screenshot below shows the ThryvPay® dashboard on desktop with the red alert icon and the Upload Now button visible. The alert appears at the top of the ThryvPay® dashboard and remains visible until all required verification documents have been submitted.

The screenshot below shows the ThryvPay® mobile dashboard with the red alert icon and the Upload Now button visible. The alert appears in the same position on the mobile dashboard as on desktop.

How to Navigate the Verification Upload Portal

After clicking Upload Now, ThryvPay® will take you to the verification upload portal. The heading at the top of the upload portal page identifies what type of information needs to be verified. Read the heading carefully before selecting your documents to ensure you are uploading the correct type of verification.

The screenshot below shows the heading section at the top of the ThryvPay® verification upload portal. The heading displays the specific type of information that needs to be verified for your account. The heading text changes depending on the verification requirement — for example, it may indicate identity verification, business verification, or bank account verification.

How to Select the Correct Document Type for Verification

Below the heading, one or more drop-down menus will appear. Each drop-down menu represents a separate verification requirement and shows what type of proof is needed for that requirement. Click each drop-down menu to see the list of acceptable documents for that verification type. The list of acceptable documents varies depending on the type of verification required and the country where your business is located.

The screenshot below shows the drop-down menu section of the ThryvPay® verification upload portal with a drop-down menu collapsed. Each drop-down menu is labeled with the type of proof required for that specific verification requirement.

The screenshot below shows a drop-down menu expanded in the ThryvPay® verification upload portal, displaying the list of acceptable document types for that verification requirement. The acceptable documents listed vary by verification type and by country.

The screenshot below shows the mobile version of the drop-down menu expanded in the ThryvPay® verification upload portal. The acceptable document list appears the same on mobile as on desktop, with the full list of options visible after tapping the drop-down.

How to Upload Documents When Multiple Verifications Are Required

If ThryvPay® requires verification of more than one type of information, multiple drop-down menus will appear on the upload portal page — one drop-down per verification requirement. Each drop-down requires one document to be uploaded. Complete each drop-down separately before submitting the portal.

The screenshot below shows the ThryvPay® verification upload portal with multiple drop-down menus visible. Each drop-down menu represents a separate verification requirement and must be completed with its own document upload before the verification submission can be finalized.

How to Upload Documents That Require Both Front and Back

Certain document types — such as government-issued ID cards — require both the front and the back of the document to be uploaded. When a document type requires both sides, the upload portal will display two separate labeled fields: one for the front of the document and one for the back. Upload a separate file for the front and a separate file for the back in the correctly labeled fields. Do not combine the front and back into a single file.

The screenshot below shows the upload portal with two labeled upload fields displayed for a document type that requires both the front and back. The fields are labeled to indicate which file should be uploaded to which field.

The screenshot below shows the mobile version of the front and back upload fields inside the ThryvPay® verification upload portal. On mobile, users have the option to take a photo of the document directly or upload a file from the phone's file manager.

Frequently Asked Questions

What does this article cover?

This article covers how to respond to a ThryvPay® verification document request, how to navigate the verification upload portal, how to select the correct document type, and how to upload documents when multiple verifications or front-and-back uploads are required. This article does not cover the initial ThryvPay® application process. For information on setting up ThryvPay® for the first time, see [link to ThryvPay setup article].

What happens if I do not submit the required verification documents?

Failure to provide the required verification documents by the deadline provided will result in your ThryvPay® account being suspended until the requirements are fulfilled. ThryvPay® is required to comply with KYC and KYB regulations in all countries where Thryv® operates. Existing ThryvPay® customers may also be required to submit updated documentation if important account information — such as a Social Security Number or date of birth — has changed.

Who can upload verification documents?

Any user with access to ThryvPay® can upload verification documents. However, every settings update in ThryvPay® requires an authentication code that will be sent to the primary account's phone number or email address on file. The authentication step must be completed by someone with access to the primary account's contact information.

What notifications will I receive about verification requirements?

ThryvPay® will notify the primary account by email whenever verification documents are required. A red alert banner will also appear on your ThryvPay® dashboard on both desktop and mobile until the verification requirements are fulfilled. Email notifications are also sent whenever any ThryvPay® account details are changed.

Am I required to submit owner percentage information?

Yes. KYC and KYB regulations require that all business owners who hold more than 25% stake in the company must be disclosed as part of the ThryvPay® verification process.

Why are verification requirements different in some countries?

Every country has its own laws governing payments and banking. While many requirements are similar to those in the United States, some countries — such as Canada — have stricter KYC and KYB requirements. The acceptable documents listed in the upload portal reflect the requirements for your specific country.

Why does ThryvPay require bank documents?

ThryvPay® may need to verify that the bank account information on file — such as the legal account owner's name and account number — matches the information provided during your application. Submitting a bank account statement or a voided or canceled check typically satisfies this requirement. This verification step ensures compliance with KYC and KYB regulations.

What is a statement descriptor?

A statement descriptor is the text that appears on your customers' bank or credit card statements to identify a charge from your business. Banks and card networks require statement descriptors to include specific information that helps customers recognize and understand the charges on their statements.

Can I upload verification documents using the ThryvPay mobile app?

Yes. Verification documents can be uploaded through the ThryvPay® mobile application. On mobile, you have the option to take a photo of the document directly with your phone's camera or upload a file from your phone's file manager.