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Why can’t I find my customer’s KYC files in ‘Documents & emails’ on TeamHub?

Please try the following troubleshooting tips for the most common reasons why users cannot find their KYC documents.

1. Did you upload the file correctly?

You should ensure that you choose ‘KYC Documents’ as the category when uploading a KYC file:

If you have not chosen this category when uploading the file, then you will not see it listed in the correct folder when you go to view it (you can check the ‘Other’ folder in case it was added there).

2. Are you choosing the correct filter?

After clicking the filter icon to the right of the search bar:

  • Check under ‘Look in’ that you are viewing ‘All centres
  • Check under ‘Category’ that you are viewing ‘KYC documents‘ (or try ‘Other’ in case it was originally uploaded to the wrong folder)

3. Are you using the latest version of TeamHub?

If the above steps don’t resolve your issue, please log an IT ticket.

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