1. PARENT OR CHILD:

• The customer will be asked to confirm which category they fall into

• If PARENT is selected, they will continue with the onboarding.

• If CHILD is selected, they will be blocked moving forward and prompted to contact their parents. Parent must create a Stockpile account before adding their children.

If you select CHILD/TEEN, you will be prompted to enter your name. Then either choose SEND INVITE or COPY INVITATION LINK. This will allow you to provide the sign up link to your parents and will take them to the sign up flow. 

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2. ADDING AND VERIFYING EMAIL:

The customer will be prompted to enter their email address.

• Once submitted, the email address will be checked to see if:  

  • • It is already connected to a Stockpile account. An email can only be used on one family account at a time. If the email is taken, the customer will be unable to onboard.       

    • It has been approved for onboarding during our Waitlist release. An email that has not been approved (whitelisted) will be unable to move forward with onboarding.

!!! Any customers who signed up for the waitlist and approved for waitlist release can only use the email they entered on the waitlist page. Any other email will be rejected!!!

• • If the email address has passed both checks, the Customer will need to enter a verification code sent via email

    • • The code will expire after 15 mins

      • If the customer runs out of code resends or fails to enter the code correctly 5 times, there will be a 15 min time out period before the customer can try again. The customer will need to start from the beginning of onboarding 15 minutes later 

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3. PASSWORD REACTION:

• The customer will be prompted to create a password for their stockpile account. 

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4.  ADDING AND VERIFYING PHONE NUMBER:

• The customer's phone number is captured in verified. This will happen in TWO ways:

1.  AUTOMATED PROVE CHECK #1. For certain carries, our Mobile Auth can capture the phone number directly from the device. The Mobile Auth tool is always run before our manual tool/process:

• If Mobile Auth is unable to capture the phone number, the customer will be pushed to the manual verification tool (Instant Link)

• If Mobile Auth can capture the phone number from the device, they will not need to enter any information or take further action until verification is complete. The customer will not see a screen during this step as this process will happen behind the scenes.

                        A. The phone number will be checked to see if it is already taken:
                                    -  If the phone number is already attached to a Stockpile Account, it can’t be used for onboarding. Stockpile                                         only allows for one account per  phone number. The customer will be stopped from moving forward with                                          onboarding.
                                    -  If the phone number is available, it will then go through a verification check with Mobile Auth.

               B.  Mobile Auth will verify the authenticity of the phone number and the device being used for onboarding: 
                            -   If Mobile Auth fails, the customer will be stopped from moving forward with onboarding.
                            -   If Mobile Auth is passed, they will move forward to the next step of onboarding.
                            -   If Mobile Auth is unable to perform the check, the customer will be shown an error message and be                                           prompted to run the check again.  Depending on the issue, try onboarding again later. 

2.  MANUAL PROVE CHECK #1 (INSTANTLINK)  If Mobile Auth is unable to capture a phone number from the device, the customer will be asked to enter their phone number. The phone number entered will be verified using Prove’s Instant Link tool instead. 

                A. The phone number will be checked to see if it is already taken:
                            - If the phone number is already associated with a Stockpile Account, it cannot be used for onboarding.                                           Stockpile only allows for one account per phone number. The customer cannot continue with the                                                    onboarding process
                            - If the phone number is available, it will then go through a verification check with Prove.

                B. For verification with Instant Link:
                            - The customer will be sent a web link to the phone number they entered. They will need to click on/open the                                  web link to begin Instant Link’s verification process.
                            - Instant Link will verify the authenticity of the phone number and the device being used for onboarding: 
                                        ●  If Instant Link fails, the customer will be unable to continue with onboarding.
                                        ●  If Instant Link is passed, they will move forward to the next step of onboarding.
                                        ●  If Instant Link is unable to perform the check (an error occurs), the customer will be shown an error                                                message and be prompted to run the check again. Depending on the issue, the customer may need                                               to exit and try onboarding again later. 

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5. TRUST SCORE (PROVE VERIFICATION CHECK#2)

• The customer’s phone number will undergo a second check to confirm that it belongs to a trusted individual and not a bad actor. This step is done automatically and behind the scenes. The customer will not see a screen for this step and will not need to provide any additional information to complete the process. 

1. If the customer fails Trust Score, they will be blocked from continuing with onboarding.

2. If the customer passes Trust Score, they will move on to the next step of onboarding.

3. If Trust Score is unable to perform the check (an error occurs), the customer will be shown an error message and be prompted to run the check again. Depending on the issue, the customer may need to exit and try onboarding again later.

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6.  IDENTITY (PROVE CHECK #3) 

• • The customer must enter the last four of their SSN to begin the final Prove check. The SSN is confirmed against the personal information associated with the phone number. 

    • 1. If the customer fails the Identity check, the customer will be unable to move forward with Onboarding.

      2. If the Identity check cannot be run (an error occurs), the customer will be shown an error message and prompted to try again. Depending on the issue, the customer may need to exit and try onboarding again later.

      3. If the customer passes the Identity check, they will proceed to the final step of Basic Account Creation, which will ask for their personal information. Prove’s Pre-Fill tool will take the personal information verified by Identity and automatically add it into the form.

         1. 1. • The phone number and SSN cannot be changed at this step because they have been verified. If the customer wants to use a different phone number or SSN, they will need to restart the onboarding process to verify the new information.

               • The customer will be allowed to make changes to the name, birthday, and address at this step.

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7.  ONCE THE CUSTOMER CONFIRMS THEIR PERSONAL INFORMATION, THEIR BASIC ACCOUNT IS CREATED. THE BASIC ACCOUNT DOES NOT BECOME A STOCKPILE ACCOUNT (WITH AN INVESTING AND WALLET ACCOUNT) UNTIL KYC IS PASSED

• The customer will no longer need to restart the onboarding process. If the app is closed, they will be able to log in and finish onboarding from where they left off.

• Until the basic account is closed, the customer will also be unable to create another account with the same personal information.

• Lexus Nexus (Stockpile) KYC verification will always be run before APEX and Green Dot KYC.

• If Lexus Nexus KYC fails, the customer will be required to complete the LN Manual review by submitting additional identification for review by a Stockpile employee.

• If manual review fails, the customer will be unable to complete the onboarding process, and their account will be closed

• If the manual review succeeds, the customer will move on to APEX KYC. The customer will not go through Green Dot KYC if they do not pass APEX KYC.

• If Lexus Nexus KYC succeeds and does not require manual review, the customer will go through APEX KYC and Green Dot KYC simultaneously.

• APEX KYC will always be run after the customer passes Lexus Nexus.

• If the customer passed Lexus Nexus KYC the first time, APEX KYC will run concurrently in Green Dot KYC

• If APEX and Green Dot KYC are passed, both Wallet and Investment accounts will be created. The customer has completed onboarding and proceeds to Home.

• If only APEX KYC fails, the wallet will be created, but the customer will still need to pass a manual APEX review to create the Investment account and complete onboarding.

• If APEX manual review fails, the customer will be unable to complete the onboarding process. The Wallet account will be closed.

• If APEX manual review succeeds, the Investment account will be created. The customer has completed onboarding and proceeds to Home.

• If the customer passed the LN manual review, APEX KYC will run before Green Dot KYC

• If APEX KYC is passed, the Investment (APEX) account will be created, and the customer will move on to Green Dot KYC.

• If APEX KYC fails, the customer will be required to complete the APEX Manual review by submitting additional identification for APEX employees to review.

• If APEX manual review fails, Green Dot KYC will not be run, and the customer will be unable to complete the onboarding process.

• If APEX manual review succeeds, the Investment (APEX) account will be created and the customer will move onto Green Dot  KYC

• Green Dot KYC will always be run after the customer passes Lexus Nexus.

• If the customer passed Lexus Nexus KYC the first time, Green Dot KYC will run concurrently in APEX KYC

• If APEX and Green Dot KYC are passed, both Wallet and Investment accounts will be created. The customer has completed onboarding and proceeds to Home.

• If only Green Dot KYC fails: the customer will be required to complete the Green Dot Manual review by submitting additional identification for Green Dot employees to review.

• If Green Dot manual review fails, the customer will be unable to complete the onboarding process. The Investment account will be closed

• If Green Dot manual review succeeds, the Wallet account will be created. The customer has completed onboarding and proceeds to Home.

• If the customer passed LN manual review, Green Dot KYC will run after the customer has passed APEX KYC/APEX manual review.

• If Green Dot KYC is passed, the Wallet account will be created. The customer has completed onboarding and proceeds to Home.

• If Green Dot KYC fails: the customer will be required to complete the Green Dot Manual review by submitting additional identification for Green Dot employees to review.

• If Green Dot manual review fails, the customer will be unable to complete the onboarding process. The Investment account will be closed

• If Green Dot manual review succeeds, the Wallet account will be created. The customer has completed onboarding and proceeds to Home.

1. The customer is required to provide additional information to APEX for setting up an investment account.

2. Once completed, the customer will move on to Membership selection.

1. Selecting a Membership Plan: The customer must select a membership plan to proceed. To confirm membership selection, the customer must consent to Stockpile’s user agreements.

a. Payment is not required to complete onboarding, and can be changed later in the app.

2. Linking a Bank: The customer will be prompted to link a bank account before completing the onboarding process. This step is not required and can be skipped.

a. The customer will link their bank account using Plaid. To complete the bank linking process, Plaid will check the bank account to confirm it belongs to the Stockpile customer.

          - If the customer’s Stockpile account information does not match the information on their bank account, the Plaid check will fail. The customer will be unable to link their bank account and will be locked out until Stockpile’s Customer Care team verifies their identity.

          - if the customer passes the Plaid check, their bank account will be connected and they can move onto the final step of onboarding

3. Adding Funds: If the customer has linked their bank, they will be prompted to set up a one-time deposit to their wallet. This step is not required and can be skipped.

a. If the customer initiates a deposit to their wallet account, it cannot be canceled by Stockpile or in the Stockpile app. The customer will only see the balance in their Wallet once funds have been successfully deposited from their bank account.

FOR ERROR MESSAGE " SORRY WE CAN'T CREATE AN ACCOUNT FOR YOU RIGHT NOW" 

• This message indicates that the customer did not pass the Prove verification.

• These customers will not be able to see their status or any pending onboarding steps.

• These accounts are currently considered declined, with no option for the customer to complete the onboarding process.

When addressing these customers:

• Inform them that their account was declined based on the information provided.

• If the customer reaches out via email or Intercom, the customer care team has a template response to use.

For internal verification:

• To check if an account was declined by Prove, please use this Mode report - Prove Information Lookup

• You will need the customer's email address to access this information.