Frequently Asked Questions

I am unable to complete my onboarding online?

I submitted an incorrect document during the onboarding procedure, what do i do?

I am unable to access the onboarding form and get an error 404 message.

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.

Where is my data stored?

How do I return to the homepage?

What languages does the servicedesk support?

What documents do I need to onboard?

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.

I get an error 'failed to generate token' when i start my ID&V process

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

+31 (0) 999 999 999

support@bluemonks.nl

Alternatively, send an email with your full name and question to our technical support email.

*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.