> For the complete documentation index, see [llms.txt](https://changelog.doku.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://changelog.doku.com/may-2026/apex-kyb-resubmission.md).

# APEX - KYB Resubmission

DOKU has revamped the KYB (Know Your Business) Resubmission experience, giving merchants a clearer, faster, and more intuitive way to resubmit rejected or missing verification data directly from the DOKU Dashboard and no support ticket needed.

The key insight behind this update: only 21 out of 5,239 merchants updated their data after being rejected once. The root cause wasn't unwillingness and it was a confusing experience that left merchants without clear guidance on what went wrong or how to fix it.

***

### 🔍 What’s New?

The entire KYB Resubmission flow has been redesigned across five areas: Notifications, Dashboard, Approvals Settings, Business Information, and KYB Review Flow — making resubmission fully self-service and actionable.

This update ensures:

* Merchants understand exactly why their data was rejected
* Resubmission is fully self-service and no support contact needed
* Only data that requires action is shown, reducing cognitive overload
* Merchants can upload additional documents directly from the Dashboard

#### **📢 Notification**

<table><thead><tr><th width="144.99993896484375">Description</th><th width="297">Before</th><th>New</th></tr></thead><tbody><tr><td>Verification Rejected</td><td><p><img src="/files/wRjQWiDFPNraARAxb16S" alt="" data-size="original"></p><p></p></td><td><img src="/files/ayvxSUlodld5tCjy2aBT" alt="" data-size="original"></td></tr><tr><td>Verification Succesful</td><td><p><img src="/files/JvPHBJCrXJO7bDZ6KgmW" alt="" data-size="original"></p><p></p></td><td><p><img src="/files/Vr9phTiB2DOfiITdngNY" alt="" data-size="original"></p><p></p></td></tr><tr><td>Under Review</td><td><p><img src="/files/gtdg7hrny8ob4ynrSr4J" alt="" data-size="original"></p><p></p></td><td><p><img src="/files/T1klSMoaSyj5sUm95TYo" alt="" data-size="original"></p><p></p></td></tr><tr><td>Requesting Additional Data</td><td><em>not available</em></td><td><p><img src="/files/GuMAzZnWSM9l70FOnGpk" alt="" data-size="original"></p><p></p></td></tr></tbody></table>

#### **🖥️ Dashboard**

<table><thead><tr><th width="144.99993896484375">Description</th><th width="297">Before</th><th>New</th></tr></thead><tbody><tr><td>Verification Banner </td><td><p><img src="/files/WlgCLor2hjk5HkE6npRu" alt="" data-size="original"></p><p></p></td><td><p><img src="/files/dUyU8jjSqS7V7pM2AmZm" alt="" data-size="original"></p><p></p></td></tr></tbody></table>

#### ⚙️ Approvals Settings

<table><thead><tr><th width="144.99993896484375">Description</th><th width="297">Before</th><th>New</th></tr></thead><tbody><tr><td>Action Required</td><td><em>not available</em></td><td><p><img src="/files/UloVjZMCGqOS4KSf4Ehn" alt="" data-size="original"></p><p></p></td></tr><tr><td>Data Detials </td><td><em>not available</em></td><td><p><img src="/files/ins5cQjIcAkRy14xat8W" alt="" data-size="original"></p><p></p></td></tr></tbody></table>

#### **🏢 Business Information**

<table><thead><tr><th width="144.99993896484375">Description</th><th width="297">Before</th><th>New</th></tr></thead><tbody><tr><td>Action Required Component</td><td><p><img src="/files/eH4VxxylYKVqcEvuKnmO" alt="" data-size="original"></p><p></p></td><td><p><img src="/files/3iZ2f2p3ksUlwgI0YKY8" alt="" data-size="original"></p><p></p></td></tr><tr><td>Guideline</td><td><em>not available</em></td><td><p><img src="/files/yaOJhQLEynTdRweUtQGB" alt="" data-size="original"></p><p></p></td></tr></tbody></table>

#### 🔍 KYB Review Flow

<table><thead><tr><th width="144.9998779296875">Description</th><th width="297">Before</th><th>New</th></tr></thead><tbody><tr><td>Data Rejection Spesific Information</td><td><em>not available</em></td><td><p><img src="/files/KT4lnG793AGo7y6qWp6X" alt="" data-size="original"></p><p></p></td></tr><tr><td>Request Additional Data</td><td><em>not available</em></td><td><p><img src="/files/ZAxmeqAVWf3T3FKLPCJn" alt="" data-size="original"></p><p></p></td></tr></tbody></table>

***

### How the KYB Resubmission is Changing

#### 🔄 **Before This Update**

Merchants who received a KYB rejection had no clear indication of what went wrong or how to fix it. Notification messages were vague, the resubmission flow was unintuitive, and merchants were left without a clear path forward and often having to contact the support team manually just to understand next steps.

The result: only 0.4% of rejected merchants successfully updated their data that a clear signal that the experience was broken, not the merchants.

Steps:

1. Merchant submits KYB verification
2. Verification is rejected or flagged
3. Merchant receives a vague rejection notification with no clear next step
4. Merchant contacts support team for guidance
5. Manual back-and-forth to collect missing documents or clarify rejection reasons
6. Merchant resubmits — if they haven't dropped off already

{% hint style="warning" %}
**Risk**

High verification drop-off, increased support ticket volume, and delayed merchant activation.
{% endhint %}

#### 🆕 **After This Update**

With the revamped KYB experience, merchants can now see exactly what was rejected, what needs to be fixed, and take action with all from within the DOKU Dashboard.

Steps:

1. Merchant submits KYB verification
2. If rejected or flagged, merchant receives a clear notification with specific rejection reasons and a direct CTA to update data
3. Verification banner and persistent Reminder Bar appear in Dashboard until all required data is updated
4. Merchant follows a structured checklist to resubmit the correct data and with guideline available for rejected brand data
5. Merchant views full approval/rejection history in the All Data tab under Approvals Settings
6. Resubmission completed independently with no support involvement needed

{% hint style="success" %}
**Benefit**

Faster verification completion, lower support ticket volume, and a smoother path to full merchant activation.
{% endhint %}

***

### 📌 Important Notes

* This is a Dashboard UX improvement — no API changes or merchant integration required.
* Merchants with outstanding KYB rejections can log in to their DOKU Dashboard and check their Approvals Settings for pending action items.
* New merchants going through onboarding who encounter KYB issues will be covered under the upcoming Revamp Onboarding initiative.
* For assistance, contact our Care Team at <care@doku.com> or (021) 1500963.

***

Thank you and best regards,\
**DOKU Product Team**