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Common issues and errors
- Bank section
| Problem | Solution |
| The full bank account number is not visible on the provided document. | Please provide a bank document that contains the full bank account number. It can't be in a shortened format or anything like XXXXX0134. The bank account number presented on the bank document must be exactly the same as in the "Account number" field. |
| The bank account owner's name does not match the individual or company name. | Provide a document that indicates the bank account belongs to an individual or company. In the case of a company, it must match the business name (it can’t be a private account of a shareholder or another company). |
| The bank document is outdated. | Upload a document that was issued within the last 12 months. The bank document must not be older than one year, counting from the date of data submission. |
| The bank account belongs to the shareholder. | See "Bank account owner name does not match individual/company name". |
| The account number does not match the number on the bank document. | Correct the bank account number to match the bank document already uploaded. |
| The provided document was not issued by the bank. | Upload the document that was issued by the bank where the bank account is established and meets all remaining criteria. |
| The document does not contain the date of issuance. | Upload a document that contains a date of issuance no older than 12 months. |
| The bank name/logo is not visible on the provided bank document. | Upload a document where the missing bank name/logo is visible. |
- Business data
| Problem | Solution |
| The business document is outdated. | Upload a document issued within the last 12 months. The document must not be older than one year from the date of data submission. |
| Incorrect phone number. | Correct phone number. Most likely, it means a lack of a country prefix (e.g. +1 for the US) at the beginning of the phone number. |
| Incorrect tax number. | Check the “Tax number” field to verify the validity of the VAT number. It is most likely that the country prefix is missing (e.g. “IT-“ for Italy; this refers to Europe only). |
| Incorrectly submitted document type. | Upload a document issued within the last 12 months by a reliable institution, such as a state/national business registry or tax chamber. |
| The incorrect account type was chosen. | Depending on the submitted data, reset the business information and then choose the correct project type: instead of "Business," it must be "Individual" or "Sole Proprietorship." |
| Incorrect address. | Most likely, it's because the creator provided the house/unit number in the "Street" field. It has to be provided separately. |
| The registered business address does not match what's in the registry. | Correct the address to match the data from the business registry or the uploaded business document. |
| P.O. boxes are not acceptable. | Provide the company registration address instead of a P.O. Box in the "Registered Business Address" section. |
- Shareholder/Individual
| Problem | Solution |
| The identity document has expired. | Upload a valid identity document. |
| Scan of the document is black and white, overexposed, too dark, glared, or blurred. | Upload a new photo or scan of your identity document to ensure it matches the provided requirements. |
| The machine-readable zone (MRZ) is not fully visible on the provided identity document. | Please upload a new photo or scan of your identity document where the MRZ (if present) is visible. |
| Incorrect document type was chosen in the Shareholder/Individual section. | Change the document type to the appropriate one. For example, if the chosen type is "ID" and someone uploaded a passport, the document type should be changed to "passport." |
| Incorrect phone number. | Correct phone number. Most likely, it means a lack of a country prefix (e.g. +1 for the US) at the beginning of the phone number. |
| Incorrect address. | Most likely it’s because the creator provided the house/unit number in the “Street” field. It has to be provided separately. |
| Incorrect Social Security Number. | For US residents only: please provide either the full Social Security Number or its last four digits in the “SSN” field. |
| Missing another shareholder information. | Add data of another shareholder/owner/controller/UBO who meets the verification criteria - more here: https://docs.adyen.com/platforms/verification-requirements/?tab=1 |
| The front and back of the document were uploaded in the same file. | Upload the front and back of the document in separate files (referring to ID and driving license document types). |
| The shareholder's/individual's name does not match the name indicated on the provided identity document. | Correct the name/surname to exactly match the information from the identity document. |
| The date of birth does not match the date indicated on the provided identity document. | Correct the date of birth to match the identity document. |