“Top-notch documentation”

Pros

The documentation is excellent. We had the Web SDK running in our staging environment in under an afternoon. The webhooks have been dependable and the sandbox mode is genuinely useful when testing edge cases.

Cons

A few of the more advanced API features could use clearer documentation. There are occasional false positives that need manual review but the dashboard makes them simple to manage.

“Saves us a lot of time”

Pros

Automating our KYC workflows and being able to tailor verification rules by region has saved us a huge amount of time. The interface feels clean and user-friendly and the integration went well thanks to the well-written API documentation.

Cons

At times, support replies take a bit longer during busy periods. It would also help to have clearer pricing details for custom volume plans.

“Keeps evolving”

Pros

Sumsub keeps evolving its product and regularly adds new features which makes the platform more and more useful over time.

Cons

The new applicant page interface is a noticeable step back compared to the previous version. On top of that, there are times when the support team takes longer than expected to respond to certain questions.

“Great for validating documents”

Pros

It does a really solid job of validating documents and there are plenty of settings available to fine-tune how strict the verification process should be.

Cons

Some steps and screens can't be customized or redesigned so we have very limited control over the overall user experience. One thing I'd strongly recommend is adding a loading screen or spinner in the SDK apps while validation is being completed. The web version handles this better but in the apps, users can end up leaving the Sumsub flow before all the steps are finished.

“Amazing level of support”

Pros

Their level of support and collaboration is outstanding. The team is always willing to help and keeps working on making the system better.

Cons

Adjusting translations within the customization settings is a little more complicated than with some other solutions we've used.

“Reliable partner”

Pros

It has been an incredibly dependable partner. It understands a company's compliance requirements very well and addresses them in a thorough, all-around way.

Cons

Everything with it has been excellent.

“Solid reporting capabilities”

Pros

The product stands out for its functionality, flexibility and solid reporting capabilities.

Cons

It can feel more complicated than necessary and when changes are made in the system, the downstream impact is not always clear.

“Adaptable workflow control”

Pros

Right from the start the interface feels user-friendly and there's plenty of flexibility when it comes to configuration. The platform also integrates well through a modern REST API which is a big plus. Another strong point is the adaptable workflow control which is really useful during KYC processing.

Cons

One area that could be improved is the number of available formats or templates for handling customer-submitted data. AML performance also seems to vary by region, it's very strong in the US and EU but not as effective in some APAC markets.

“Fast and dependable”

Pros

The biggest highlights for me are the speed, the reliability and the support team. Everything works quickly, feels dependable and when help is needed, the support is there and very helpful.

Cons

The only challenge we had was getting used to the platform at the beginning since it feels a little technical at first. Still, after about a week, everything became much better and it was working well for us.

“Ability to test the flow”

Pros

Looking at it from the developer side, having the ability to configure, integrate and fully test the whole flow in a test environment was essential. It delivered on that and once our SaaS was ready, moving everything over and connecting it to production was very simple. The features that matter most to us are identity verification, liveness checks and fraud detection and those have been especially valuable.

Cons

Something that initially caught us off guard was that the translation keys were not the same between the staging and live environments. It caused some confusion early on although we were able to work around it. I'd recommend keeping an eye on updates since the platform keeps evolving and new translations sometimes need to be adjusted and added for custom languages which applied in our case.

“Modern platform”

Pros

The platform feels very modern and the API is simple to work with. The SDKs are kept up to date as well which was a big plus for us. Overall, I'm really happy we decided to go with this KYC solution.

Cons

documentation isn't always completely accurate. There were times when I followed the docs but the examples turned out to be incorrect. A good example was the questionnaire translations, where the syntax shown in the documentation was wrong and that ended up costing me quite a bit of time while troubleshooting. I only figured it out after their support stepped in and provided syntax that was different from what was listed online. I also feel the chat support could be more effective, not because of the support staff themselves but because it seems geared mostly toward first-line support only.

“Packed with features”

Pros

Packed with all the features we could ask for and when it's set up through the web instead of the API, it works almost like a ready-to-use solution right out of the box.

Cons

API-based integration feels less flexible when it comes to using standalone services. For instance, biometrics and background checks are tied into a single workflow so it's not possible to use each service separately which is a bit frustrating.

“Well-structured interface”

Pros

The platform is very user-friendly and flexible and the interface is clean and simple to work with.

Cons

At times some users get flagged as duplicates even when they are not, usually because their ID numbers are similar.

“Wide range of tools”

Pros

Using this software on a daily basis has been quite simple. All the relevant information is organized into the right sections and the interface feels user-friendly from a user perspective. It also seems flexible when it comes to implementing required changes and adjustments in line with existing business processes which is extremely important for a tool like this.

Cons

An area worth mentioning is the occasional inconsistency in how submitted KYC documents are identified such as accepting unsuitable documents or rejecting valid ones, with some of these cases ending up in the Spam section. The same issue can apply to client applications that were automatically returned for document resubmission after being reviewed by the system. From what I have seen, incorrectly rejected or accepted documents account for up to around 10% of the total client applications on average. That said, before calling this a definite flaw, the system's verification criteria probably need to be reviewed and updated regularly. Since I am not directly involved in that part of the process because of my role, it is hard for me to say with certainty whether these inaccuracies should be considered shortcomings of the software itself. At the same time, the product appears to adapt well to changes in business processes especially given the full range of tools it offers.