Troubleshooting Mews KYB access

FinanceTroubleshooting in Mews

This article helps you troubleshoot the following KYB access-related problems.

 

Note: Mews is rolling out a new self-service KYB onboarding experience powered by Duna. If your Onboarding Dashboard shows a Business verification tile, follow the steps outlined in How to complete your KYB onboarding with Duna in Mews Operations. The information and documents you need stay the same.

 

In this help article, you can learn how to troubleshoot the following:

 

 

 I did not receive the invitation to KYB

 

Mews sends an automated email invitation to the email address that the contract signatory provides. Make sure to use the same email address that you used to receive the contract.

Other reasons for not receiving the automated invitation can be:  

  • Your email provider is blocking the email.
  • The email is in your spam folder. 

  

Note: The invitation emails are sent from [email protected]. You can search for this email in your inbox.

 

To ensure that you receive automated emails from Mews, try:

  • Checking your spam filter and consider adding the @mews.com email domain to your allowlist. This prevents emails from Mews from being marked as spam. You can learn how to allowlist email domains here.
  • Resetting your password.  

  • You can try logging in via Mews using the ‘user creation’ email Mews sends automatically, or contact your property’s project manager, who is responsible for Mews onboarding at your property.

  

I can't see the Business verification tile on my Onboarding Dashboard

Note:

  • This section applies for users completing your KYB onboarding with Duna in Mews Operations. 
  • Mews is rolling out a new self-service KYB onboarding experience powered by Duna. If your Onboarding Dashboard shows a Business verification tile, follow the steps outlined in Completing your KYB onboarding with Duna in Mews Operations. The information and documents you need stay the same.

Mews now guides new customers through business verification using a "Business verification" tile on the Mews Onboarding Dashboard, powered by Mews's verification partner, Duna. If you can't find or use this tile, check the following:

  • Only the designated KYC contact for your business (the person Mews has on file as the point of contact for business verification) sees an active tile with a "Verify your business" button. Everyone else who has access to the Onboarding Dashboard, for example, other members of your property team, sees a view-only version of the tile. This view-only tile shows the email address of the KYC contact, so the rest of the team knows who needs to complete it.
  • If you're the KYC contact and you don't see an active tile at all, make sure you're logged in to Mews with the same email address your business used when signing the agreement with Mews. Your Mews user account needs to exist for the tile to appear on the dashboard.
  • If you've checked the above and still can't see or use the tile, contact the Mews KYB Support team via [email protected]. 

 

onboarding tile

 

 

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