If you are unable to complete your onboarding through our online tool, please send an email to support@secureonboarding.net containing your full-name, phone number and a description of the problem (causing you to fail to complete the process)
If possible we would also like to receive a screenshot ; with this we can more easily determine what is causing the issue.
If you have uploaded an incorrect document, please inform us via the email address support@bluemonks.nl, please include your full-name, and your telephone number. We will delete the previously uploaded (Incorrect) documentation immediately.
In order for our onboarding tool to function as expected, you will need a stable internet connection via a secured network, and please ensure that you are not connected to a VPN or proxy server.
If based on the above advice, you still cannot complete the process via our onboarding tool, please send an e-mail to support@bluemonks.nl containing at least your name, your phone number and a description of the problem (causing you to fail to complete the process)
If possible we would also like to receive a screenshot; that way we can more easily determine what is causing the problem.
Bluemonks takes great care in how we handle your data, and all of our client data remains within the EU - to comply with the applicable domestic, and international regulatory requirements. For more information on how your data is handled, please refer to our terms of use and privacy agreement, which can be found at the bottom of the page.
To return to the Homepage, simply click on the company logo at the top of any page.
Our servicedesk can currently support you in the following languages: Dutch,German,English,Spanish,French and Catalan.
To complete the onboarding process we apply a number of minimum requirements, depending on the legal form. These requirements have been established based on current legislation, including the Prevention of Money Laundering and Financing of Terrorism Act (WWFT)
To determine which information and / or documentation you need to provide, please refer to the document overview page.
Please Note: If the submitted information leads to additional questions, we will contact you again.
This is a common issue that can occur for a variety of reasons, please follow the below steps in-order to remedy this error.
1.) Refresh the current page, in some cases it will generate a correct token and redirect you to the identification & verification process.
2.) Delete your web browser's cache and cookies ; many of our onboarding tools features rely on cookies, and therefore sometimes previously stored cookies can interfere with the generation of a token.
3.) If the above two steps fail, please navigate to the previous page with the aforementioned form and fill-in your information again to restart the Identification & Verification process.
Couldn't find the answer you were looking for?
Our servicedesk is available 5 days a week from 09:00 CET - 17:00 CET
support@secureonboarding.net
Alternatively send an email with your full-name and question to our support team.
*Disclaimer: All our service desk agents are located within the EU and are available during normal business hours, therefore we cannot guarantee immediate assistance outside the above hours. For urgent technical issues, please contact engineering@bluemonks.nl for assistance.
