Why the PSP asks so many questions
The acquirer, meaning the bank that processes payments for you, must register an adult merchant with Visa and Mastercard before its first transaction. If something goes wrong on your platform, the acquirer answers for it. So it sends you a questionnaire, then asks for evidence at every annual review.
What the questionnaire asks
Questionnaires vary from one PSP to another, but they almost always cover the same points:
- the identity and age of creators and of the people who appear in content;
- each person's consent, and the right to withdraw it;
- moderation before publication and during live streams;
- complaint handling, within seven business days at most;
- the fight against trafficking: who gets the money;
- visitor age verification;
- a regular report: flagged content, actions taken, complaints.
What really reassures a PSP
A written policy is not enough. What counts is being able to answer within minutes, with figures: how many creators are verified, how many consents are stored, how many reports were handled and how fast, how many payouts were blocked, how many bans were issued.
How Pleenk Approve helps
Pleenk builds Visa and Mastercard rules into your platform: certified identity and age, consent, identity ↔ IBAN matching, bans. Pleenk connects to your moderation tool and keeps proof of the checks.
You get ready-made answers for onboarding and due diligence questionnaires, and an evidence pack for audits. From Pleenk, you automatically generate your report and share it with your PSP in one click.
Frequently asked questions
How long does a PSP due diligence take?
It depends on the PSP and on your file. Between questionnaires, back-and-forth and registration with the card networks, it often takes weeks. A complete file from the start avoids part of the back-and-forth.
Can my PSP ask for evidence after I am onboarded?
Yes. Reviews are regular, and an incident can trigger a request at any time.
Does Pleenk send the report to my PSP?
No. Your platform generates the report from Pleenk and shares it with its PSP, in one click.
What should I do if my bank closes my account?
Ask for the reasons in writing and come back with an evidence file. Our article on the subject explains the steps.