Before you begin
Note: Any person with at least 25% ownership in the company must provide their personal information during the KYC application, including a Social Security number, residential address, date of birth, and driver's license number. |
Complete your KYC application
KYC—also known as Know Your Business (KYB)—is an industry compliance requirement. Payment networks require this screening to prevent fraud and money laundering.
Open the invitation email from Instinct Payments and click the link to begin your application. The invitation link expires after 14 days. If your link has expired, email [email protected] to request a new one.
Create a password, then verify your email address.
Secure your account using your preferred authenticator app.
Agree to the terms and conditions to start the application.
Our average hospitals enter $250,000 and above for the Estimated Monthly Volume and $500-$999 for the Estimated Average Ticket fields.
Your application autosaves as you go—you can log out at any time and return where you left off.
A snapshot of the progress will be visible to you throughout the application
Fill in each verification section
Work through each section in the application until it shows as verified:
Business Details — Enter your business name, EIN, address, and website.
Note: If your hospital is new or under construction, you must already have an EIN, a business address, and a website before starting the application. |
Decision Makers — Add at least one person assigned as the controlling person, owner, and signatory. All three roles can be assigned to the same person. To add more decision makers, click + Add decision-maker, then click Save and go to overview.
To add more decision makers, select Add decision-maker at the bottom of the Decision-Makers section
Bank Account Details — Add a bank account in your company's name for payouts. Select your preferred verification method: Verify via mobile banking app or website or Upload a bank statement
Services Agreement and PCI DSS Questionnaire — Sign both documents. To download a copy of the PCI DSS questionnaire, click Download a copy. Once both are signed, your application is submitted. You will receive email updates on your approval status.
Set up your payment terminal
Some sections of the terminal require a passcode to access. The 4-digit passcode for all terminals is 8588.
When your terminal arrives:
Connect the terminal to a power supply, then press and hold the power button until the screen turns on.
Let the battery charge for at least four hours while you continue the setup steps.
On the Welcome screen, select your language.
On the Setup Wi-Fi screen, tap the + sign.
Select your clinic's Wi-Fi network from the list, or tap + to enter the network name (SSID) manually.
Enter the Wi-Fi password, then tap OK.
The terminal connects to the network and displays a Wi-Fi icon at the top of the screen.
Warning: If the terminal prompts you to select a store at any point during setup, stop immediately and contact [email protected] before continuing. |
Your terminal is now ready to process payments.
Tip: Avoid connecting to a guest Wi-Fi network. Use a dedicated, low-traffic private channel for the most reliable payment processing. |
Share IT network requirements with your team
If your clinic connects payment terminals to Wi-Fi, share the following requirements with your IT team or network administrator before go-live. Without these settings, terminals may revert to cellular or experience connectivity issues.
Your Wi-Fi network must support:
WPA/WPA2-Personal or WPA/WPA2-Enterprise encryption
2.4 GHz or 5 GHz frequency bands
A dedicated private wireless network for payment terminals (strongly recommended)
Wireless Isolation, AP Isolation, and Client Isolation must be disabled — these settings prevent terminals from communicating with the payment processor
Your IT team must:
Add the following domains to your firewall's allowlist for outbound HTTPS traffic:
*.adyen.com
*.adyenpayments.com
Allowlist by domain name only — do not hard-code IP addresses, as these change and will break your connection
Open the following ports:
tcp/443 to the internet
tcp/8443 on your local network
Note: Your terminals include a built-in cellular backup. If Wi-Fi isn't configured correctly, the terminal may silently fall back to cellular, resulting in slower transactions or errors during cellular outages. Completing the steps above ensures terminals stay on Wi-Fi as intended. |
Frequently asked questions
What if my invitation link has expired?
Email [email protected] to request a new invitation link.
Can one person fill multiple decision-maker roles?
Yes. The controlling person, owner, and signatory roles can all be assigned to the same person.
What if my terminal falls back to cellular during a payment?
Cellular fallback does not recover a transaction already in progress. If your network drops mid-payment, restart the transaction. Contact your IT team to confirm the Adyen domains are on the firewall’s allowlist so the terminal stays on Wi-Fi.
Where can I find help if my terminal isn't working? See Troubleshooting Instinct Payments Terminals for detailed troubleshooting steps.
Still need help?
For Payments-specific setup questions, email [email protected]
Contact support for additional help via live chat or email [email protected]