Customer information request

The Customer Information Request is submitted via a self-service digital form to streamline the collection of legal entity data and mandatory documentation for new customers at PPRO.

As a regulated payment provider, PPRO adheres to anti-money laundering and counter-terrorist financing regulations of different jurisdictions. This is why we're asking you to share some details and documents with us. Additional documents or information may be requested depending on the size and structure of the business.

The customer information request workflow

1. Invitation to the Customer Information Request form

Access to the Customer Information Request form is granted by your PPRO Account Manager once a commercial agreement is reached. The invitation email to the PPRO Dashboard contains a temporary 7-day password.

2. Filling out the form

After logging into Dashboard, access the form through the Dashboard's left sidebar. Navigate to the onboarding group and select Customer information Request.

The form is divided into logical steps to guide you through the requirements for Know Your Customer (KYC) and onboarding to PPRO. Based on your entity type and region, the portal will request specific mandatory documents (e.g., Memorandum of Association, Articles of Association). All documents must be titled correctly upon upload before submission.

The form uses a multi-step progression to collect standard legal entity data and supporting documentation:

Step 1: Legal Entity Information: Business name, legal form (e.g., Ltd, PLC), and registration details.
Step 2: Nature of Business: Business description, industry type, regulatory oversight and more.
Step 3: Bank Account Details: Bank account information for settlement.
Steps 4 to 6: Ownership & Control: Details of the ownership structure and of company directors, senior managers, Ultimate Beneficial Owners (UBOs), and, if applicable, Politically Exposed Persons (PEPs).
Step 7 (Sub-merchants only) Payment Method Configuration: Only shown if payment method data and pricing is needed at this point.

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Error handling
If any required information is missing from the previous steps, you'll see warning messages on the right side panel. For further assistance, visit the Client Onboarding FAQsor reach out to your Account Manager.

3. Submission and review

You can only submit the CIR form once every mandatory field has been completed and all required documents are uploaded. Once submitted, the form transitions to a "view" mode, and a notification is automatically sent to PPRO’s CDD team. If you need to update any information post-submission, please contact your Account Manager.

Once we've received your application, we will review the information as soon as we can - we always aim to come back to you with feedback within 5 working days. You will be notified via email once the merchant is approved.

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Updating the application post-submission
Once you have submitted your application, the application can't be edited in the portal. Please contact your Partner Manager or email [email protected], if you need to update information.

Troubleshooting & Support

Access Issues: If your temporary password expires (after 7 days), please contact your Account Manager to trigger a new invitation.
Mandatory Fields: If the "Submit" button is grayed out, check the progress sidebar to identify incomplete sections or missing document uploads.
Compliance Queries: If additional information is needed post-submission, a Compliance Analyst will contact you directly via email.

For further assistance, visit the Client Onboarding FAQsor reach out to your Account Manager.