背景说明 / Backgroud
为确保合规运营和风险防控，平台将于 2025 年 9 月 9 日 上线 Identity Verification 更新功能。随着时间推移，用户证件可能过期或信息变更。当前约有 93,130 名用户的 Identity Verification 已过期超过 30 天，因此优化更新流程迫在眉睫。新功能将帮助用户及时更新身份信息，提升合规完成率，确保平台安全与合规性。
- 上线时间：2025 年 9 月 9 日
- 功能目的：确保合规、防范风险、提升平台安全性
- 触发背景：用户证件过期或信息变更
- 数据现状：约 93,130 名用户 Identity Verification 已过期超 30 天
- 预期效果：优化流程、提高合规完成率、保证信息实时更新
- 更新版本：2.9.3
To strengthen compliance and risk management, the platform will launch the Identity Verification update function on September 9, 2025. Over time, user documents may expire or change, and currently around 93,130 users have had their Identity Verification expired for more than 30 days. The new function will streamline the update process, help users keep their identity information current, improve compliance completion rates, and enhance platform security and regulatory adherence.
- Launch Date: September 9, 2025
- Purpose: Ensure compliance, prevent risks, and enhance platform security
- Reason: User documents may expire or change over time
- Current Status: Around 93,130 users have Identity Verification expired for over 30 days
- Expected Impact: Streamlined process, higher compliance completion, real-time information updates
- Update Version: 2.9.3
用户可能咨询问题 / User QA
1. 什么是 Identity Verification 更新？为什么我需要更新？
What is Identity Verification update? Why do I need to update?
- 回答：Identity Verification（Know Your Customer）更新是为了确保平台上所有用户的身份信息始终有效并符合合规要求。随着时间的推移，用户的证件可能过期或发生更换，更新 Identity Verification 信息可以确保您的账户继续符合规定并保障账户安全。
- Answer: Identity Verification (Know Your Customer) update ensures that all user identity information on the platform remains valid and compliant. Over time, user documents may expire or change, and updating Identity Verification information ensures your account remains compliant and secure.
2. 为什么我的 Identity Verification 信息过期了？
Why has my Identity Verification information expired?
- 回答：每个用户的证件都有有效期，过期后需重新更新以确保身份信息的准确性。平台会在证件到期90天前、30天前、7天前进行三次提醒您进行更新。
- Answer: Each user's document has an expiration date. Once expired, it needs to be updated to ensure the accuracy of the identity information. The platform will remind you to update 90, 30, and 7 days before expiration.
3. 如何知道我的 Identity Verification 信息是否过期？
How do I know if my Identity Verification information has expired?
- 回答：如果您的证件临近过期或已过期，您会在 APP 首页看到 Identity Verification 卡片提醒，且在个人中心页面也会有"Identity Verification 信息更新"入口。您可以随时查看自己的 Identity Verification 状态。
- Answer: If your document is approaching expiration or has already expired, you will see a Identity Verification reminder card on the APP homepage, and the "Identity Verification Information Update" link will be available in the personal center. You can check your Identity Verification status at any time.
4. 如何更新我的 Identity Verification 信息？
How do I update my Identity Verification information?
- 回答：当您的证件临近过期时，您可以通过 APP 首页的 Identity Verification 卡片或个人中心的固定入口进入 Identity Verification 更新流程。完成 Identity Verification 更新后，您的证件信息将会被更新并同步至系统。
- Answer: When your document is approaching expiration, you can access the Identity Verification update process through the Identity Verification card on the APP homepage or the fixed link in the personal center. After updating your Identity Verification, your document information will be updated and synchronized in the system.
5. 为什么我无法更改我的身份信息？
Why can't I change my identity information?
- 回答：Identity Verification 更新的核心原则是身份一致性，因此不能更改您的身份主体。如果您需要更换证件或补充证件，系统会支持相应操作，但不会改变您的身份主体。如果您的姓名发生改变，您可能需要说明原因，并提供相关证明材料（例如，合法的改名文件或政府签发的身份证件）。
- Answer: The core principle of Identity Verification update is identity consistency, so you cannot change your identity. If you need to replace or supplement documents, the system will support the corresponding actions but will not change your identity. If you would like to change your legal name, please contact our customer service team for updates. You may be asked to explain the reason for the name change and provide relevant certifications (e.g., a legal name change document or government-issued ID).
如果我的姓名发生了改变，如何处理？
What if my legal name has changed?
- 回答：如果您的姓名发生改变，您可能需要说明原因，并提供相关证明材料（例如，合法的改名文件或政府签发的身份证件）。
- Answer: To change your legal name, please contact our customer service team for updates. You may be asked to explain the reason for the name change and provide relevant certifications (e.g., a legal name change document or government-issued ID).
6. 如何知道我是否已经成功更新 Identity Verification 信息？
How do I know if my Identity Verification update was successful?
- 回答：一旦您的 Identity Verification 信息更新并通过审核，您上传完照片或者其他操作，app上都会立刻显示结果。客服后台也会显示您的更新状态，如果您的证件审核中或已过期，状态会显示为“身份更新审核中”或“证件已过期”。
- Answer: Once your Identity Verification information is updated and approved, it will be displayed on your Redotpay APP. The customer service backend will also display your update status. If your document is under review or expired, the status will show "Identity Update Under Review" or "Document Expired."
7. 我可以使用哪些证件来更新 Identity Verification 信息？
What documents can I use to update my Identity Verification information?
- 回答：您可以使用身份证、护照、驾照、居住证等有效证件进行更新，根据页面提示，提供符合要求的证件进行认证。
- Answer: You can update your Identity Verification with valid documents such as an ID card, passport, driver’s license, or residence permit. Please choose the appropriate document based on the instructions provided.
8. 如果我没有护照或身份证怎么办？
- 回答：如果您没有护照或身份证，您需要根据页面上的提示，提供驾照或者居住证进行认证。
- Answer: If you don’t have a passport or ID card, you need to provide a driver’s license or residence permit as instructed on the page.
9. 什么是 Sumsub？
What is Sumsub?
- 回答：Sumsub 是我们平台使用的第三方 Identity Verification 验证工具，负责处理用户身份验证和更新，该工具符合数据安全规定，不会泄漏您的任何身份文件或证件数据。
- Answer: Sumsub is the third-party Identity Verification verification tool used by our platform to process user Identity Verification and updates. It complies with data security regulations and will not disclose any of your identity documents or information.
10. 为什么我只能在证件临期时更新？
Why can I only update when my document is nearing expiration?
- 回答：平台会在您的证件临期前提前通知您进行更新，这样您可以避免因证件过期而导致的服务中断。如果您证件即将过期，可以及时更新您的信息。如果用户更换国家、更换姓名、性别、居住地都是可以修改的，但是每180个自然日只能修改一次。
- Answer: Redotpay will notify you in advance when your document is nearing expiration, so you can avoid service interruptions due to expired documents. You can promptly update your information when your document is about to expire. Changes such as country, name, gender, or residence can also be updated, but only once every 180 calendar days.
11. 为什么点击KYC手机页面上通知信息，页面是空白的？
- 回答：如果您点击通知后出现空白页面，可能是因为您的 App 版本过旧。只有更新到 2.9.3 版本，通知内容与相关功能才能正常显示。
- Answer: If you see a blank page after tapping a notification, it may be because your app version is outdated. Only version 2.9.3 or later supports proper display of notifications and related features.
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什么时候需要升级给二线？
When should issues be escalated to second-line support?
1. 用户遇到证件更新失败或无法通过审核的情况
User fails to update or pass verification
- 如果用户的 Identity Verification 更新提交后，审核未通过，且无法解决问题（例如证件照片模糊、信息不一致等），客服应收集相关信息并将工单升级至二线。
- If the user's Identity Verification update submission is not approved, and the issue cannot be resolved (e.g., blurry document photos, inconsistent information), customer service should collect relevant information and escalate the case to second-line support.
如果我的姓名发生了改变，如何处理？
What if my legal name has changed?
- 回答：如果您的姓名发生改变，请联系客服团队进行更新。您可能需要说明原因，并提供相关证明材料（例如，合法的改名文件或政府签发的身份证件）。
- Answer: To change your legal name, please contact our customer service team for updates. You may be asked to explain the reason for the name change and provide relevant certifications (e.g., a legal name change document or government-issued ID).
2. 用户反馈系统错误或无法访问更新入口
User reports system errors or cannot access the update entry
- 如果用户在尝试更新 Identity Verification 信息时遇到系统错误，无法正常进入更新流程，客服应先引导用户更新App，若还不可以，收集下版本号码，截图/视频后将问题记录并升级给二线团队进行技术排查。
- If the user encounters system errors when trying to update Identity Verification information and cannot access the update process, customer service should log the issue and escalate it to second-line support for technical troubleshooting.
3. 用户有复杂情况需要人工介入
User has a complex case requiring manual intervention
- 如果用户的情况比较复杂（例如证件更新过程中存在多个问题，或者需要特殊处理），客服应升级至二线进行详细核查和处理。
- If the user's case is complex (e.g., multiple issues during the document update process or requiring special handling), customer service should escalate the case to second-line support for detailed investigation and processing.
4. 合规性或法律问题
Compliance or legal issues
- 如果用户在更新过程中提出的任何问题涉及合规性或法律方面的疑虑（如姓名修改、证件有效性等），这些问题应及时升级至二线，以确保符合合规要求。
- If any issue raised by the user during the update process involves compliance or legal concerns (e.g., identity changes, document validity), these issues should be escalated to second-line support to ensure compliance with regulations.