Onboarding guide

Our onboarding process is structured to guide you and your team step by step, providing clarity, predictability, and a smooth path to go-live. You will complete most steps through the Mangopay Dashboard, which serves as your single, centralized point of contact with our compliance and operations teams. The onboarding journey includes the following stages:

1. Pre-onboarding alignment
2. Onboarding launch
3. Information and document submission
4. Compliance review
5. Contract signature
6. Account configuration and go-live
7. Run and ongoing support

​

1. Pre-onboarding alignment

​

What happens

Before onboarding starts, we work closely with you to understand your needs, goals, success criteria, business model, use case, and expected transaction activity, ensuring a thorough discovery phase before technical discussions take place. This phase helps us jointly prioritize the features and scope required for launch, while defining what can be enabled in later phases to support a smooth and timely go-live. During this phase, we align on:

• Geographical coverage
  • Countries and regions where you plan to operate at launch
  • Markets planned for future expansion
• Features and priorities
  • Features required for the initial launch
  • Features planned for later phases
  • Prioritization to ensure a smooth and timely go-live
• Transaction volumes and limits
  • Expected transaction volumes
  • Initial transaction and volume limits applied at launch
• Workflows design
  • Initial discussion and alignment on technical and regulatory workflows start during the pre-onboarding alignment phase
  • Workflows are designed around your business rules and operational requirements
  • Detailed workflow validation and finalization continue during the underwriting phase, once Dashboard access is created and onboarding is launched
• Commercial scope and timeline
  • Pricing aligned with the agreed scope
  • Contractual terms
• Estimated go-live timeline for the project
  • A shared target date that enables coordinated planning and prioritization across our teams to meet your launch objectives

​

Your role

To support a smooth onboarding, we ask you to:

• Provide accurate and complete information about your business and planned activity
• Identify launch-critical features and countries
• Share realistic expectations by providing concrete data on expected transaction volumes, launch timelines, and growth assumptions.
• Review and approve the commercial proposal, including scope, pricing, limits, and estimated go-live

​

Main point of contact

Sales Department: Your Sales contact is your primary point of contact during the pre-onboarding alignment phase and will coordinate internally to ensure a smooth transition into onboarding.

​

2. Onboarding launch and Dashboard access

​

What happens

Once the commercial scope and pricing is shared, onboarding is officially launched. At this stage, access to the Mangopay Dashboard is created and becomes your main interface throughout onboarding. The Dashboard allows us to run onboarding in a structured, transparent, and efficient way, while giving you full visibility on progress and next steps. During this phase:

• The onboarding workflow is initialized based on the agreed scope, priorities, and timeline
• Your Sales Manager will initiate your Dashboard access for one designated person within your organization. This person will receive an official email containing a secure link to create their Dashboard password.
• The first access is created with an Administrator role by default. This role provides full visibility and access, including access to all API keys created on the platform.
• Once logged in, the Admin can use the Team Management feature to invite additional team members, assign appropriate roles, and manage access levels based on each user’s responsibilities.
  • Learn more about roles & scope and team management.

This marks the transition from pre-onboarding alignment to operational onboarding.

​

What you can do in the Dashboard

Through the Mangopay Dashboard, you will be able to:

• Upload company documents
• Track the status of each onboarding step in real time
• Communicate with our teams via the integrated chat
• Access your sandbox (test) environment

​

Your role

To ensure a smooth onboarding launch, we ask you to:

• Activate your Dashboard access as soon as it is received
• Review the onboarding steps and requirements carefully
• Identify and maintain up-to-date contacts (business, compliance, and technical)
• Use the Dashboard as the primary communication channel throughout onboarding and for operational (business-as-usual) topics

​

3. Information and document submission

​

What happens

Once onboarding has started, you will be guided through the submission of the required business, legal, and compliance information directly in the Mangopay Dashboard. This step allows us to validate your setup, meet regulatory requirements, and prepare your account for configuration and go-live. All information is collected through structured forms and document uploads to ensure clarity, consistency, and security.

​

Why this information is required

As a regulated payment services provider, we are required to perform due diligence checks to:

• Verify your identity and business activity
• Assess risk and regulatory obligations
• Ensure your account is configured correctly and securely

Providing complete and accurate information helps us move through this stage efficiently.

​

What you will be asked to provide

The information and documents requested will depend on your business model, industry, and geographical scope. For more details, consult our documentation, which provides a complete and up-to-date list of the information and documents that may be required, as well as the supported languages.

​

Your role

To support a smooth onboarding, we ask you to:

• Submit complete and accurate information through the Dashboard
• Upload clear, valid, and up-to-date documents
• Keep contact information up to date for business, compliance, and technical roles
• Respond promptly if clarification or additional information is requested

​

4. Compliance and underwriting review

​

What happens

Once your information and documents have been submitted, our Compliance team reviews them to ensure all regulatory and risk requirements are met. As a regulated payment service provider, we are required to perform these checks before enabling your account in production. During this phase:

• The information provided through the Dashboard is reviewed and validated
• Regulatory and risk assessments are performed
• In some cases, trusted external partners may be used to support verification

All information is processed in accordance with applicable data protection regulations, including the EU and UK General Data Protection Regulation, and handled using secure systems and access controls to ensure confidentiality and integrity. This review is an essential step to ensure a secure and compliant go-live.

​

What may be requested

Depending on your activity, structure, or geographical coverage, we may request:

• Clarifications on submitted information
• Additional supporting documents
• Confirmation of transaction flows, volumes, or use cases

All requests will be communicated directly through the Mangopay Dashboard.

​

Your role

To help us complete this review efficiently, we ask you to:

• Monitor the Dashboard regularly for updates or requests
• Respond promptly to any clarification or document requests
• Use the Dashboard communication channel if anything is unclear

​

5. Contract signature

​

What happens

Once compliance and underwriting reviews are completed and commercial terms are finalized, the next step is the signature of the contract. The contract formalizes:

• The agreed scope of services and features
• Pricing and commercial terms
• Terms for the use of Mangopay services

Contract signature is required before any production account can be created or enabled.

​

Point of contact

• Your Sales contact remains your primary point of contact for any questions or discussions related to contractual or legal terms
• The Sales team coordinates internally with our legal and other teams as needed to support the process

​

Your role

To support timely progress, we ask you to:

• Review the contract carefully
• Raise any questions or clarifications as early as possible

​

6. Account configuration and go-live

​

What happens

After the contract is signed, you will be able to create your production account directly from the Mangopay Dashboard. Once the production account is created:

• Ensure your API keys are securely saved immediately, as they will only be displayed once. API keys should be stored and managed in accordance with your internal security policies
• Our teams complete the account configuration based on the agreed scope
• Required technical, operational, and regulatory checks are performed
• The account is prepared for go-live

We ensure alignment between:

• Features agreed for launch
• Pricing and contractual terms
• Production configuration and limits

Your account will only go live once all checks are completed and alignment is confirmed.

​

What you can expect

• Ability to create your production account via the Dashboard
• Secure access to production credentials (e.g. API keys)
• Configuration of features and limits by our teams
• Confirmation that agreed features are enabled and available in production
• Go-live confirmation shared via the Dashboard

​

Your role

To support a smooth go-live, we ask you to:

• Create the production account in the Dashboard when prompted
• Confirm that the configured setup matches the agreed scope
• Complete final technical readiness on your side
• Notify us promptly if anything appears unclear or incorrect

​

7. Run phase – After go-live

​

What happens

Once your account is live, your platform can start processing transactions in production. The Dashboard remains your central point of visibility and communication throughout the run phase. During this phase:

• Your account operates in production based on the agreed configuration and limits
• Activity is monitored in line with regulatory and risk requirements
• The Dashboard provides ongoing visibility into account status and workflows

​

Ongoing changes and growth

As your business evolves, the run phase allows for:

• Requests for additional features or capabilities
• Expansion into new countries or markets
• Adjustments to volumes or limits, subject to review
• Updates to workflows or operational setup

All requests and changes are managed through the Dashboard to ensure clarity, traceability, and stable operations.

​

Your role

To ensure a smooth ongoing operation, we ask you to:

• Keep using the Dashboard as the primary communication channel for BAU (business as usual) topics
• Keep the various contacts up to date to support ongoing communications, including KYC renewals, as well as technical and regulatory updates
• Inform us in advance of any significant changes to your activity or business model