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What this is

This is the Cardholders page under the Cards module in the merchant dashboard (left nav Cards -> top tab Cardholders, page subtitle “Onboard and manage your cardholders”). A cardholder is a person who can be assigned a card (e.g. an employee or team member); use this page to see all cardholders on the account, their verification status and card count, and to create a new cardholder, edit cardholder details, or export the cardholder list. Set up a person here before issuing them a card, or use this page to look up a cardholder’s information or see who has passed verification.

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Steps

Open the cardholder list:
  1. In the left nav, click Cards.
  2. Select the Cardholders tab at the top (siblings: Overview, Cards, Transactions, Low balance).
  3. Use the Status / Name / Email / Date range filters at the top to narrow the list.
Add a cardholder:
  1. Click Create cardholder in the top right (requires cardholder write permission — otherwise this button is not shown).
  2. Fill in Legal first name, Legal last name, Business email, Phone number (with country code); Date of birth is optional.
  3. Select Identification type (ID Card / Passport / Driver’s License) and fill in Identification number.
  4. Fill in Residential address (Country, State, City, Postal code, Address line1, Address line2).
  5. Fill in Delivery address (where the physical card will be shipped); check Use residential address as delivery address to reuse it directly.
  6. If an Employer declaration is required, download the template, fill it in, and upload it.
  7. Click Confirm to submit; success shows “Create cardholder success!”
Edit a cardholder: click the row’s trailing … menu -> Edit cardholder (requires write permission), update the details, then Update. Export: click Export in the toolbar to export the list; or select rows and click Export selected to export the selection (up to 100 rows per export).

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Fields and statuses

List columns: Top stats: Total, Verified, Pending, Failed (the total cardholder count and counts for each verification status). Verification status:
If a “Failed” status has a review remark, hovering the status badge shows the failure reason.
Create cardholder form fields: Legal first name, Legal last name, Business email, Phone number (+ country code), Date of birth (optional), Identification type (ID Card/Passport/Driver’s License), Identification number, Residential address (Country/State/City/Postal code/Address line1/Address line2), Delivery address (for physical card shipping; can reuse residential address), Employer declaration (template downloadable).

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Edge cases and troubleshooting

  • List shows “No cardholders yet”: no cardholders exist yet; the hint reads “Add your first cardholder to get started” — click Create cardholder to add one.
  • Filtered to “No cardholders match your filters”: the current filters have no match; the hint reads “Try adjusting your filter criteria” — clear filters and check again.
  • Can’t see the “Create cardholder” button or the row’s ”…” menu: this account lacks cardholder write permission; read-only accounts don’t show these actions.
  • Phone / card count shows ---: no data available for that field yet.
  • When creating, it prompts “employer declaration replacement is required before submitting”: download the employer declaration template, fill it in, and upload it before submitting.
  • Uploading a file errors “file size should not exceed 2MB”: the attachment (e.g. employer declaration) exceeds the 2MB limit — compress and re-upload.
  • Export selection shows a cap reached message: up to 100 rows per export; export in batches if you exceed this.

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Common questions (Q&A)

  • Q: Where do I see cardholders? / How do I check all cardholders? A: Left nav Cards -> top Cardholders tab; the list shows all cardholders on the account.
  • Q: How do I add a cardholder? / How do I invite a team member to get a card? A: Click Create cardholder in the top right of the Cardholders page, fill in name, business email, phone, ID document, and address, then confirm.
  • Q: What information does adding a cardholder require? A: Legal name, business email, phone, identification type and number, residential address, and delivery address; date of birth is optional, and a delivery address is needed for physical cards.
  • Q: What verification statuses exist and what do they mean? A: Verified, Pending, Failed, Invited, Incomplete — each corresponds to a cardholder’s KYC/verification progress.
  • Q: A cardholder’s status shows “Failed” — what now? A: Verification failed; if there’s a review remark, hover the status badge to see the reason, then resupply the required information and retry.
  • Q: How do I edit a cardholder’s details? A: Select Edit cardholder from that row’s … menu (requires write permission).
  • Q: How do I export the cardholder list? A: Click Export in the toolbar to export all, or select rows and click Export selected (up to 100 rows).
  • Q: Why don’t I have a “Create cardholder” button? A: This account lacks cardholder write permission; read-only accounts don’t see create/edit entry points.
  • Q: Where do I see how many cards a cardholder has? A: The Cards column in the list shows that cardholder’s card count.
  • Q: How do I find a cardholder by name or email? A: Use the Name / Email search box at the top.