About This Policy
This Know Your Customer ("KYC") Policy explains when OnFire asks you to verify your identity, or the identity of your business, what information we ask for, who carries out the checks, and how that information is protected. It applies to the OnFire App and related services (the "Services") and should be read together with our Anti-Money Laundering and Counter-Terrorist Financing Policy, the Terms of Service and the Privacy Policy.
Most of OnFire, including messaging, calls, stories and tasks, does not require identity verification. Verification applies only to features that involve moving money, holding a payment card, getting paid, or other higher-trust activity described in Section 1.
1. When We Ask You to Verify
We, or our partners, will ask you to complete verification before you can:
- Get a payment card or use money features. Applying for an OnFire payment card, or using wallet and money features that hold or move funds.
- Get paid on OnFire. Receiving payouts as a shop or merchant, host, course creator, service provider, courier, driver or car owner. Payouts run through Stripe Connect, which verifies every account it pays out to.
- Book certain stays and rentals. Some stays require guest verification before check-in, and every vehicle rental requires the renter to be verified and to hold a valid driving licence.
- Open a business account. Registering a company, partnership or other organisation as a seller or business user ("Know Your Business", or KYB).
- Go above standard limits. Raising transaction, top-up, withdrawal or payout limits.
We may also ask you to verify, or to verify again, at any later time if your details change, if a document expires, if the law or a partner requires it, or if activity on your account looks unusual for your profile.
2. Who Carries Out the Checks
OnFire works with regulated financial partners and specialist verification providers. Depending on the feature and where you live, these include:
- Stripe, which processes payments and pays out to sellers, hosts, drivers and other users through Stripe Connect. Stripe verifies your identity and holds those records under its own legal obligations, as described in the Stripe Connected Account Agreement you accept when you set up payouts.
- Card issuing partners, such as Wallester AS, an electronic money institution authorised in Estonia, and Stripe Issuing, which issue OnFire payment cards and are responsible for cardholder verification.
- Identity verification providers, which check identity documents, perform liveness checks and screen against sanctions and politically exposed person lists on our or our partners’ behalf.
Each partner applies its own legal obligations in addition to this policy. A partner may ask for more information than we do, and a partner’s decision to decline or restrict an account is its own. Where a partner declines you, we cannot override that decision.
3. What We Ask For
3.1. Individuals
- Full legal name, date of birth and nationality
- Residential address, and sometimes proof of address (such as a recent utility bill or bank statement)
- A valid government-issued photo ID: passport, national identity card, or driving licence (residence permit where relevant)
- A selfie or short video for a liveness check, matched against the photo on your document
- Phone number and email address
- Tax identification number where the law requires it (for example, a Social Security Number or ITIN in the United States for payouts subject to tax reporting)
- For vehicle rental: your driving licence and its validity
- Where needed for higher limits or enhanced checks: occupation, source of funds or source of wealth, and the expected use of the account
3.2. Businesses
- Legal name, trading name, registration number and registered address
- Certificate of incorporation or equivalent registry extract
- VAT or tax identification number
- The nature of the business and what it will sell on OnFire, checked against our Supported Business Types
- Directors and other people who control the business
- Ultimate beneficial owners: every individual who owns or controls 25% or more of the business, directly or indirectly. Each must be verified as an individual
- Bank account details in the name of the business for payouts
Please give your details exactly as they appear on your identity document. We only accept clear, unedited, in-date documents; photocopies, screenshots and edited images are rejected.
4. How Verification Works
Verification is done in the OnFire App. You enter your details, photograph your document, and complete a liveness check. The information is then checked by automated systems and, where needed, by a trained reviewer. Checks include:
- Document authenticity: security features, expiry, and signs of tampering
- Face match and liveness, to confirm the document belongs to the person using it
- Data checks against reliable, independent sources where available
- Screening against sanctions lists (including EU, UN, UK and US OFAC lists), politically exposed person (PEP) lists and adverse media
Most checks finish within minutes. Some need manual review, which can take up to a few business days. The app shows your status as pending, approved or declined, and tells you if we need anything else.
5. Enhanced Checks
We apply enhanced due diligence where the risk is higher, including where:
- You are, or are closely associated with, a politically exposed person
- You live in, or transact with, a country the European Commission or the Financial Action Task Force (FATF) identifies as high-risk
- The amounts, frequency or pattern of your transactions are unusual for your profile
- Your business has a complex ownership structure, or operates in a higher-risk sector
Enhanced due diligence may involve asking about the source of your funds or wealth, asking for further documents, senior management approval before your account is enabled, and closer ongoing monitoring.
6. Keeping Information Up to Date
Verification is not a one-off. We and our partners monitor accounts on an ongoing basis, re-screen verified users against updated sanctions and PEP lists, and periodically review higher-risk accounts. Please update your details in the app promptly if your name, address, nationality or business ownership changes, or if your document expires.
7. Outcomes and What Happens If Verification Fails
- Approved. The feature you applied for is enabled.
- More information needed. We tell you what is missing. The feature stays unavailable until verification is complete.
- Declined. The feature stays unavailable. You can keep using the parts of OnFire that do not require verification.
If you are declined and think it is a mistake, contact [email protected] and we will review it, or tell you which partner made the decision so you can contact them. Sometimes the law prevents us from explaining why a decision was made, for example where explaining it could prejudice an investigation into financial crime.
We may pause payouts, restrict money features, or close an account if verification cannot be completed, if the information given is false or misleading, or if we are required to do so by law or by a partner. Funds belonging to you are handled in line with the applicable terms and the law.
8. Who Cannot Be Verified
We cannot provide verified features to:
- Anyone under 18 years of age
- Anyone named on, or owned or controlled by someone named on, a sanctions list that applies to us or our partners
- Residents of, or businesses established in, comprehensively sanctioned countries or regions
- Anyone using another person’s identity or documents, or acting on behalf of an undisclosed third party
- Businesses that are prohibited under our Supported Business Types or Acceptable Use Policy
Availability of money features also depends on your country, because our partners are licensed to operate only in certain jurisdictions.
9. How Your Verification Data Is Protected
We process verification data to meet legal obligations (including anti-money laundering and sanctions law), to perform our contract with you, and to prevent fraud. Facial images used for liveness checks are biometric data; they are processed only to confirm your identity, with your consent where the law requires consent, and are not used for any other purpose. Full details, including your rights, are in the Privacy Policy (Europe) and the Privacy Policy (United States).
Verification data is encrypted in transit and at rest, access is limited to staff and partners who need it, and we do not sell it or use it for advertising.
Anti-money laundering law requires us and our partners to keep verification records for five years after our relationship with you ends, or longer where the law or an investigation requires. After that, they are deleted or anonymised. Because these records are kept to meet a legal obligation, we may be unable to delete them early if you ask us to.
10. Your Responsibilities
- Give true, accurate and complete information, and keep it up to date
- Only verify yourself, or a business you are authorised to represent
- Do not let anyone else use your verified account, card or payout account
- Respond to reasonable requests for information within the time we give
Giving false information or documents is a breach of our Terms of Service and may be a criminal offence.
11. Who We Are and How to Contact Us
This policy is issued by the OnFire company that provides the Services to you: OnFire Messenger Ltd., registered in Ireland under company number 796932, for users in the European Economic Area, and OnFire Messenger Inc., a Delaware corporation, for users in the United States.
OnFire Messenger Ltd.
Registered Office: 77 Camden Street Lower, Dublin, D02 XE80, Ireland
OnFire Messenger Inc.
254 Chapman Rd, Ste 209, Newark, DE 19702, United States
Questions about this policy, or about a verification or account review: [email protected]. Questions about how we handle your personal data: [email protected]. Everything else: [email protected].
Changes to this policy. We review this policy at least once a year and whenever the law, our products or our partners change. Material changes will be announced in the OnFire App or by email before they take effect, unless a change is required immediately by law.
This Know Your Customer Policy was last updated on 10 October 2026.