FAQs
What’s changing
What is changing in EC Private Outreach and EC CoorpID?
An exciting new version of both solutions are coming soon. EC CoorpID (used by corporates to manage and share their KYC data) and EC Private Outreach (used by banks to manage secure outreach to corporate clients) will have a more modern interface and new capabilities added to reduce repetitive work. The underlying infrastructure is also moving from Microsoft Azure to Amazon Web Services (AWS).
Why are they being upgraded?
The upgrade will deliver an improved experience for both banks and corporates, reducing the time taken to complete a request-response cycle.
We have added new capabilities that improve solution performance and have moved the infrastructure to AWS – in line with our other solutions. Data residency standards, EU data sovereignty, and encryption in transit and at rest will continue to be maintained.
Will the solution look and work differently after the upgrade?
The solutions will be quicker to use with some exciting new features, including vault prefill, digital questionnaires, and permissioned real-time data sharing, all of which reduce the time taken to complete a request-response cycle. Core workflows will stay the same and any significant changes to day-to-day tasks will be covered by context-sensitive help via a knowledge center.
Timing
When will the upgrade happen?
The upgrade is planned for later this summer. You will receive email communications confirming the exact dates well in advance of any changes.
Will there be any downtime during the changeover?
No downtime is anticipated during the upgrade. However, in the unlikely event that any brief period of unavailability is required, the customer success team will confirm this in advance, and you will be notified accordingly.
Can I continue to respond to requests up until the upgrade date?
As a corporate, you can continue to respond to in-progress requests up until the existing system is decommissioned. Please note that during the transition period, raising new requests and inviting new corporates will not be possible. The cutover date will be communicated to you well in advance.
My account
and access
Will my login credentials change?
Your username will remain the same. However, you will be required to set a new password after the upgrade. If you currently use an authenticator app for multi-factor authentication (MFA), you will need to set this up again on the upgraded solution — you will only need to do this once and it should only take a few minutes.
Do I need to re-register or create a new account?
Existing users do not need to re-register. Your account, roles, and permissions will carry over automatically. However, if you previously accessed EC Private Outreach via a one-time shared link to access external share packs, please note that one-time links will no longer be supported after the upgrade. You will receive an email with instructions on how to access the external share packs shared with you by your corporate customer.
In-flight requests
What happens to my in-progress KYC requests?
For banks: Any in-progress requests can be completed up until the cutover date. After this point, any open requests will need to be recreated in EC Private Outreach. Please note that during the transition period, raising new requests and inviting new corporates will not be possible. The cutover date will be communicated to you well in advance.
For corporates: You can respond to in-progress requests up until the existing system is decommissioned. You will be informed of the decommission date in advance. After this point, your banking partner will recreate any outstanding requests in EC Private Outreach. All data in your vault will be available in EC CoorpID once the transition is complete.
Should I try to complete any open requests before the changeover date?
You can respond to in-progress requests up until the existing system is decommissioned. You will be informed of the decommission date in advance. Any requests that remain open at that point will need to be recreated in EC Private Outreach by your banking partner, which may cause a delay. If any open requests are time-sensitive, we recommend prioritizing their completion before the decommission date to avoid any disruption. All data in your vault will be available in EC CoorpID once the transition is complete.
Who will contact me if I have outstanding requests at the time of upgrade?
We will not contact users with outstanding requests individually. You will be informed of the transition timeline and cutover date by email, giving you sufficient time to manage any open requests. If you need any assistance before or during the transition, please contact us via the helpdesk or support@coorpid.com.
Data and hosting
Are there changes to where data is hosted or stored?
Yes. The solution infrastructure is moving from Microsoft Azure to Amazon Web Services (AWS). Data will continue to be hosted in European AWS regions, maintaining EU data residency and sovereignty standards. There is no change to where your data is geographically located from a compliance perspective.
Will my historical data and submitted documents still be accessible after the upgrade?
For banks: We recommend downloading your historical audit trail for safekeeping ahead of the transition. In addition, a full export of historical requests will be available. This export will be structured as a folder hierarchy organized by Corporation, Entity, Case, and Request, with the full contents of each request response included. This export will be shared with you via secure file transfer after the transition period.
For corporates: We recommend downloading your historical audit trail for safekeeping ahead of the transition. We aim to move all your information to the upgraded EC CoorpID solution. However, changes in data formats, data ranges, or incomplete data may in some instances prevent certain information from carrying over automatically. Where this occurs, you may be prompted to re-enter a small number of fields after logging in for the first time.
Are there any changes to how my data is protected or who can access it?
No. Data protection standards remain in place at all times. Encryption in transit and at rest are maintained, and EU data sovereignty is preserved via European AWS regions. Encompass independently holds ISO 27001 and SOC 2 Type II certifications, both of which remain in place. Access permissions remain the same.
Training
and support
What training resources will be provided?
Context-sensitive help will be available throughout the solution, providing step-by-step guidance for all tasks to help you get up to speed with new features quickly.
Who do I contact if I have questions or run into problems after the upgrade?
Support is available via the helpdesk and live chat. Extra support will be available in the first two weeks to ensure you have all the help you need during the transition period.
Technical
and security
Are there any changes to how I access the solution, such as SSO or MFA?
Multi-factor authentication (MFA) via authenticator app remains the same. However, as you will be logging in to a new solution, you will need to set up your authenticator again on first login — this is a one-time step and should only take a few minutes. SSO will also be available soon for organizations that wish to use it. We’ll advise when this is available.
Are there changes to browser or device compatibility?
EC Private Outreach and EC CoorpID are optimized for Google Chrome. Other Chromium-based browsers such as Microsoft Edge, Brave, and Opera are also supported, though some features may behave differently depending on your browser’s settings. If you experience any issues accessing the solution on your preferred browser, please get in touch via the helpdesk or live chat.
Our award-winning solution provides banks with full oversight of client outreach and a secure platform to exchange information and communicate with
corporate clients.
Corporate clients benefit too by taking full control of storing and sharing their information through EC CoorpID our dedicated secure solution
for corporates.