Nothing tests your patience like a package that has been “in transit” for three days without giving you the slightest clue where it is.
“KYC pending” can be just as frustrating.
The verification may have stalled at the document upload, taken the wrong route through the Client API, hit an incorrect mapping, or reached Sumsub or ShuftiPro without the response making it back correctly.
That is the trouble with KYC bottlenecks:
the status tells you what has not happened, but rarely why.
By tracing KYC workflows in FXBO CRM from upload to provider response, brokers can check each handover, uncover where verification stopped moving, and avoid sending every “pending” ticket straight to the provider.
How the KYC Workflow Moves Through FXBO CRM
Before tracing the problem, it helps to understand the route.
For analogical reference, here's a typical delivery journey:
Customer places order → Seller prepares package → Courier collects it → Delivery network processes it → Tracking status updates
The actual KYC workflow:
Client starts verification → Documents are uploaded → FXBO CRM routes the request → Sumsub or ShuftiPro verifies it → Status returns to FXBO CRM
The exact route depends on the configuration.
With Sumsub WebSDK, verification takes place through an embedded widget in the FXBO Client Area. With the Sumsub API integration, clients use the regular document-upload flow before FXBO sends the files to Sumsub. ShuftiPro onsite verification can similarly appear through an iframe and dedicated Client Area menu entry.
Two clients may therefore appear to be completing the same KYC process while their documents travel through different technical routes.
Clear KYC Instructions Prevent Wrong Deliveries
A courier cannot deliver a package properly when the label says, “Somewhere near the blue house.”
Clients face a similar problem when KYC instructions are vague. Which document do they need? Which formats are accepted? Why was the previous upload rejected? What should they do next?
Through FXBO CRM, brokers can customise notification templates for KYC status changes and insert the document status directly into the message. Clear communication throughout the verification journey can prevent simple mistakes from becoming support tickets.
Before investigating the integration, brokers should check whether the client knew what to submit and understood what happened after submission.
When KYC Document Uploads Fail
Sometimes the instructions are clear, but the document still cannot get through.
Common documented KYC configurations accept JPG, PNG, PDF or GIF files and may cap uploads at 10 MB. Some document settings can impose tighter restrictions, such as accepting images only.
These are not universal limits. Requirements may differ according to the FXBO configuration, verification provider and upload route.
Before looking deeper, check:
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Did the client select the correct document type?
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Is the format accepted through that route?
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Is the file within the configured size limit?
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Does the client know why the document was rejected?
Sometimes the verification request never makes it past the doorstep.
Check Whether the KYC Provider Supports the Route
Connecting Sumsub or ShuftiPro does not automatically make every document, country or verification feature available.
Think of it like opening a courier account. You have an account, yes but that does not mean same-day refrigerated delivery to a mountain village is included.
The provider must first be enabled in FXBO System Configuration. What brokers can then offer depends on their active provider plan, supported documents and the features included within that setup.
Pricing and provider coverage should therefore be confirmed for the broker’s specific arrangement. They are not controlled by FXBO CRM and may vary according to the required checks and verification scope.
The question at this stage is simple: does the provider setup support the verification journey the broker is trying to offer?
Connected Does Not Mean Workflow-Ready
Seeing “connected” beside an integration is reassuring. It does not mean the full KYC workflow is ready.
FXBO CRM lets brokers configure the operational side of the connection, including:
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Provider credentials and webhook settings
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Company or domain assignment
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Condition expressions and provider priority
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Document-to-provider mappings
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Provider data mappings to client profile fields
A mismatch at any of these points can interrupt verification. The provider may not be enabled, credentials or webhook details may be incorrect, mappings may be missing, or field labels may have been used where field keys were required. Unsupported document types and incomplete provider responses can also stop the workflow.
Sandbox testing should therefore confirm more than whether the provider accepts a request. Brokers should verify:
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Provider credentials and webhook signatures
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Document and client-field mappings
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Successful, rejected and incomplete responses
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Status updates inside FXBO CRM
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Redirect and callback behaviour
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The transition from sandbox to live credentials
Follow the Status Back Through FXBO CRM
When verification stalls, brokers do not have to diagnose the problem from the client’s screenshot alone.
FXBO CRM provides several places to trace the request:
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KYC Requests shows the status, dates, provider ID and provider response.
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KYC Logs records activity throughout the workflow.
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KYC Debugger shows the latest raw provider response before FXBO CRM processes it.
This matters because a simple status can hide useful detail.
Sumsub responses may include GREEN or RED review results, moderation and client comments, rejection labels and the review rejection type. ShuftiPro events can be mapped to CRM states such as pending, approved, declined or expired.
Reading the raw response can reveal whether the provider rejected the document, a callback failed, the response arrived late or FXBO CRM could not process it as expected.
When the Client API Takes a Different Route
A custom Client API upload deserves its own investigation because it does not necessarily follow the standard Client Area journey.
If an API upload fails, brokers and developers should check:
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The active provider configuration
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The correct Client API endpoint
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Provider credentials and webhook secret
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Document-upload mappings
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Field keys used in those mappings
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Permitted file types and sizes
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The raw response in KYC Requests, KYC Logs and KYC Debugger
The API may accept a request while a later handover still fails. The aim is not merely to prove that the document was uploaded. Brokers must confirm that it entered the correct verification workflow and that the resulting status returned successfully.
Trace the KYC Workflow Beyond “Pending”
Most KYC bottlenecks do not need more staring, they need better tracing.
Start with the client instructions and upload requirements. Confirm that the provider supports the requested verification. Check the credentials, mappings and webhooks. If the Client API is involved, investigate it as a separate route. Then follow the provider response back through FXBO CRM.
Client instructions → Document upload → FXBO CRM routing → Provider verification → Status returned → Client notified
With KYC Requests, KYC Logs and the KYC Debugger, brokers can move beyond “pending” and identify where the workflow stopped.
Ready to build a KYC workflow that keeps verification moving? Request a free demo to the ultimate Forex CRM, FXBO!