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[AU] Common Instant Account Verification (IAV) onboarding questions

Are some of your customers having trouble on-boarding through our IAV? See here for tips

Updated over a week ago

Note: This article is relevant to merchants integrating with Zepto in Australia.

Our IAV tools are a powerful way to onboard your customers quickly and securely, providing ongoing benefits to your overall relationship with your customer.  

However, this technology is new and can raise some questions.  Below you'll find answers to some frequently asked questions about IAV on-boarding.  

  • What if my customer has a tokenised business bank account?

A: All major institutions (except ANZ) and most minor banks have standard online banking portals that utilise the same credentials.  Instruct your customer to activate and try their standard online banking options associated with their business banking account.  

  • I or My customer previously registered a Zepto account without going through IAV, how can they activate it?

A: Simple, please take the following steps. 

  1. have them log into their Zepto account

  2. In the side, menu click on Bank Accounts 

  3. Find the account you'd like to activate and click on Enable IAV

  4. Follow the prompts. 

  • My customer was told they couldn't connect to their account, what's happened? 

A: Zepto uses industry-leading technology to provide our proxy service to verify bank accounts.  From time to time this complicated technology has trouble connecting with over 80+ banks and financial institutions.  Please ask your clients to be patient and try again at a later date in the near future so we can re-establish a secure connection.  At no point is your customer's sensitive information at risk.  

  • My customer said that they can't see all their bank accounts, what does that mean?

A: To ensure that customers don't select non-transactional accounts (credit cards, mortgage...) Zepto only displays transactional accounts.    

  • My customer/s won't go through the IAV process, can I still use Zepto?

A: Yes, depending on your business and use case we can configure your account to accept non-IAV contacts.  Please contact your account manager or call us on 1300 611 406

Feel free to reach out if you have further questions by emailing us directly at or clicking on the green bubble icon from the corner of the screen.

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