> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/help-center/faq/during-setup.md).
# During setup
What you do while we build, status updates, why a setup gets paused, verifications and approvals.
What do I need to do while you work?
Three things: get your company's virtual phone number ([Step 2](/guide/setup-steps/step-2-phone-numbers.md)), set up proxies and [OctoBrowser](https://octobrowser.org/signup/?p=10266582) ([Step 3](/guide/setup-steps/step-3-proxy.md)), and respond to your manager within 2 business days. Everything else is on us.
Do I need to build the website or store myself?
No. The placeholder store is built by Basiq as part of every setup, to the requirements the payment processors expect (branding, compliant products, business details, policy pages). If you edit or replace the store later, keep the elements listed in the [Stripe](/guide/guides/stripe-warm-up.md) and [Shopify Payments](/guide/guides/shopify-payments-warm-up.md) guides — changes that violate platform policies are your responsibility.
How will I know the status of my setup?
Your manager updates you in your setup chat at each milestone: company received → documents sent (second instalment due) → bank and payment setup → delivery of credentials. Between milestones there is usually nothing to report — the work is with banks, platforms and our partners. Timelines and the cut-off rule are in [Payment terms & timelines](/guide/before-you-order/payment-terms-and-timelines.md); the team is offline on weekends and during Hong Kong public holidays, which can shift a milestone by a few days.
Who handles the company name and the domain?
Your manager — company name, domain purchase and domain setup. No action is needed from you. Rule: 1 company = 1 domain = 1 store.
Why was my setup paused?
Two reasons: no response from you for 2 days, or the second instalment not received within 2 days of receiving your company documents. The setup resumes once you reply or the payment is confirmed.
Why was my setup cancelled?
Required data was not provided within 10 days. If you return after a cancellation, the process restarts from the beginning with new timelines.
Can I contact the bank, PayPal or Stripe myself?
No — not unless specifically instructed. Unauthorised actions during setup cancel replacement eligibility and may add requirements or costs. The one exception: HK clients contact their assigned PayPal rep via WhatsApp Business, using the nominee name, when the manager shares the contact.
Can my business partner join the setup chat?
Yes. Send your manager their Telegram username and they will be added to your setup group. Keep all setup communication in that group — it is faster than private messages and the whole team sees it.
Are verifications included?
Yes. All verifications required to deliver your setup are passed by Basiq and included in the price — you do not pay for them separately. Any further verification a platform requests after delivery costs €300 each. The nominee is available for live verification for 3 months after delivery; after that, AI verification may be offered (\~80% success rate). Details: [Replacement & verification](/guide/policies/replacement-and-verification.md).
Can you guarantee approval?
No. Final decisions are made by PayPal, Stripe, Shopify Payments and the banks. Our historical success rate is high, and if an agreed processor fails to approve after a correct setup, a replacement may be offered — see [Replacement & verification](/guide/policies/replacement-and-verification.md).
How long will it take?
| Setup | Delivery time |
| --------- | ------------------ |
| UK LTD | 3–10 working days |
| HK Bundle | 7–14 working days |
| US LLC | 10–14 working days |
Counted from the first payment (Thursday or later → from the following Monday).
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