A KYC queue is one of those operational surfaces that looks like a list and behaves like a liability. Every pending account is a player waiting, a payment that may be held, and a record a regulator may one day ask about. Working it well is partly speed and mostly order: knowing what each state means and keeping the trail intact as you clear it.
Executive summary
The verification view shows the population by level, the accounts that are pending, and the context needed to act on each. The job is to read the levels correctly, prioritise the pending queue so the right accounts are reviewed first, and keep access and consent events on record so the work is auditable later. None of that is dramatic. All of it is the difference between a queue you can defend and one you cannot.
This guide sets out the method: reading what level 0, 1 and 2 mean and what pending actually implies, prioritising review by risk and wait rather than by arrival order, and keeping the access, login and consent record attached so the queue tells a complete story after the fact. Decisions stay with your team; the record is what makes those decisions reviewable.
1. Read the levels before you work the queue
Level 0, 1, 2, and what pending means
A verification level is not a score, it is a state with consequences: what a player can do, what is held, what must happen next. Working the queue without reading the levels is how an account that should have been expedited sits behind routine ones. The first step is always to understand the distribution: how many sit at each level, and how many are pending within each.
Pending is the word that hides the most. A pending account may be waiting on the player, on a document, or on a reviewer, and those are different problems with different owners. Separating them is the start of a queue that moves, rather than one that simply grows.
- Read the level distribution first; it tells you where the risk and the waiting are concentrated.
- Treat "pending" as several states, not one: waiting on the player, on a document, or on a reviewer.
- Record who reviewed what and when, because the audit question comes later, not now.