1. Purpose

Customers whose account was verified before 2023 (the old MITEK verification) get an error when they try to upgrade to Satoshi, because their account has no Sumsub link. We send these customers a Sumsub link to upload their documents, check the upload, and upgrade them by hand.

2. Scope

Used by all support agents who pick up the daily Satoshi upgrade alert in #support_alerts and who check the Sumsub uploads for these customers.

3. Procedure

Part A - Daily alert: send the macro

• Every day at about 11:00 an alert appears in #support_alerts: "Satoshi-upgrade mislukt (geen Sumsub-koppeling) > Handmatig upgraden". It lists the customers whose Satoshi upgrade failed the previous day. The user ids are in the attached image.
• For each user id:
  • Open the user in Bitautomaat (search the user id) and note the e-mail address and the website language.
  • Search the e-mail address in Zendesk and check that this customer has not already received the macro.
  • Create a new outbound ticket to the customer and apply the macro "BTC Direct::Account::Satoshi::Upgrade error (account before 2023)". It is available in Dutch, Belgian Dutch, English, German, French and Spanish; choose the customer's language.
  • The macro sends the Sumsub upload link (https://in.sumsub.com/websdk/p/uni_CqbV0GomHRCXkOC5) and solves the ticket.
• No user note is needed.

Part B - Hourly: check the uploads and upgrade

• Every hour, open the Sumsub list of applicants on level "pre-mitek-silver-upgrade" (filter: level pre-mitek-silver-upgrade, sorted by review started).
• For each new applicant, find the matching customer in Bitautomaat by e-mail address first. Use name and date of birth only as a check, never as the only match.
• Check the documents and the selfie in Sumsub.
  • All in order: in Bitautomaat, set the customer's level to Satoshi on the user row (the tier selector: new / ver / hero / sat / trader → choose sat). No user note is needed. You do not need to contact the customer: they automatically receive a system e-mail when their level becomes Satoshi.
  • Not in order: do nothing. The customer automatically receives an e-mail that the upgrade was declined.
• A customer who is in an open 60+ screening (phone or video call, or questionnaire not finished) is not upgraded until the screening is done.

This is a temporary workaround until the new platform (rebuild) links these accounts to Sumsub.