Customer FAQs — FrankieOne

Identity Verification and KYC Basics

Key Terms:

IDV: Identity Verification
KYC: Know Your Customer

Ruleset vs Recipe

Ruleset

Defines KYC minimum requirements for customer approval (e.g., Safe Harbour 2x2 with Government ID)

Recipe

Complete verification workflow combining multiple checks:

KYC verification
AML screening
Duplicate detection
Blocklist verification
IDV/Biometrics
Fraud checks

Available Recipes

FrankieOne offers 5 base recipes included in the startup bundle:

Implementation Guidelines

Choosing a Ruleset

Review your internal Risk and Compliance policies

Determine if you’re a reporting entity

Consider minimum requirements (most reporting entities require Safe Harbour)

Align with internal policies for non-KYC requirements

Government ID Verification

Government IDs offer high pass rates and count towards independent data source requirements (2x2 or 1x1). DVS checks don’t require physical ID photos, making the process seamless for customers.

KYC Frequency

Initial verification: Required at onboarding only
Renewal requirements: Based on your internal KYC policy
Document expiration: Follow your policy for updating expired documents

Technical Implementation

Handling Special Cases

Single Name Verification

1 // Example customer object with single name
2 const customer = {
3   givenName: "Suharto", // Store single name here
4   familyName: "", // Can be left empty
5   displayName: "Suharto" // Optional: Alternative rendering
6 }

Address Collection

Always collect addresses in structured format instead of long format:

1 // Recommended structure
2 const address = {
3   unitNumber: "4B",
4   streetNumber: "123",
5   streetName: "Main Street",
6   suburb: "Richmond",
7   state: "VIC",
8   postcode: "3121",
9   country: "AU"
10 }

Business Verification

For business verification, you need either:

ABN (Australian Business Number) OR
ACN (Australian Company Number)

Support and Troubleshooting

Technical Support

Email: help@frankieone.com

For API and integration issues

General Support

Email: help@frankieone.com

For platform and operational queries

Emergency Support

Phone: 1800 325 117

For urgent production issues

Customer Success

Email: onboarding@frankieone.com

For implementation guidance

1	// Example customer object with single name
2	const customer = {
3	givenName: "Suharto", // Store single name here
4	familyName: "", // Can be left empty
5	displayName: "Suharto" // Optional: Alternative rendering
6	}

1	// Recommended structure
2	const address = {
3	unitNumber: "4B",
4	streetNumber: "123",
5	streetName: "Main Street",
6	suburb: "Richmond",
7	state: "VIC",
8	postcode: "3121",
9	country: "AU"
10	}