How can we help?
Browse common questions by topic, or reach us directly. For anything not covered here, request a demo and we will tailor a walkthrough to your compliance program.
Product
How do I get started?
Create a sandbox account, run a verification against the simulated providers, then request a demo to enable live vendors. See the Docs for a step-by-step guide.
What can Certivo verify?
Identity (document, face match, liveness), businesses (KYB with beneficial-ownership resolution) and parties against AML, sanctions and PEP data — all in one platform with shared cases and audit.
Do I have to write code?
No. You can run checks and build workflows entirely from the console. The REST API is there when you want to embed Certivo in your own onboarding flow.
Can I change providers later?
Yes. External vendors sit behind swappable adapters, and results are normalised, so switching a provider does not mean rewriting your logic.
Sandbox & live
Are sandbox results real?
No. Sandbox verdicts are deterministic simulations, clearly labelled in the UI and API ("mode": "sandbox"). They must never be used for real compliance decisions.
What is the difference between sandbox and live?
Sandbox uses simulated providers and test data for evaluation and integration. Live connects your real provider accounts and processes real data under your Order Form and DPA.
How do I connect a real provider?
On Growth and Enterprise plans, add the vendor credentials in Settings and switch the provider from sandbox to live.
Security & data
How is my data protected?
Data is encrypted in transit (TLS 1.2+) and at rest (AES-256), scoped to your organisation with no cross-tenant reads, and every mutating action is audit-logged. See the Security page and Trust Center.
Where is data hosted?
On managed infrastructure in an EU/UK region. Enterprise plans can pin data to a configured region.
Do you hold SOC 2 or ISO 27001?
Not yet. Our controls are aligned to both frameworks and formal attestation is on the roadmap; we describe this honestly and never claim a certification we do not hold.
How do I report a vulnerability?
Email us and give us a reasonable window to remediate before public disclosure. See the Responsible Disclosure Policy, which includes safe-harbour.
Commercial & onboarding
How does pricing work?
Sandbox is free. You pay when you connect real providers and move real customers through Certivo. Enterprise pricing is bespoke. See Pricing.
What does onboarding involve?
Scoping and a sandbox pilot, security and DPA review, an Order Form, then provisioning — SSO/roles, real provider credentials and promoting workflows to production. See the Enterprise page.
Do you support security reviews and questionnaires?
Yes. The Trust Center pack plus responses to your questionnaire form a vendor-risk file; start from the Enterprise page or request a demo.
Contact
Reach us at management@certivo.uk for product, security, privacy, compliance or complaints enquiries — your message is routed to the right team. Prefer a walkthrough? Request a demo. For security and procurement detail, see the Trust Center and Enterprise page.