Your e-wallet verification request was declined and you need to understand the reason for the rejection before submitting a new one. This article covers the most common rejection reasons and offers solutions for each case.
- View the request status and understand the reason for rejection
- Common rejection cases
- What to do when verification is declined
View the request status and understand the reason for rejection
If one or more documents are rejected, you'll be notified in the following places:
1️⃣ in an information banner at the top of the Payments > E-wallet page
2️⃣ on the document verification page, the rejected document is flagged with a red X and a "Try again" button, along with a message explaining the issue
3️⃣ in the email sent to the administrator address notifying you of the rejection
Common rejection cases
There are many reasons a verification request may be declined — here are the most common ones.
Legal Representative
- ID card or passport submitted in black and white instead of color
- expired ID card or passport
- mismatch between the Legal Representative's name on their ID document and the name shown on the platform
- poor document quality (blurry, distorted, etc.)
- inconsistent date of birth (e.g., entered as MM/DD/YYYY instead of DD/MM/YYYY, resulting in an impossible date)
Bank Account
- Adding and creating bank account details
Some online or virtual bank accounts are automatically declined by our system for security and compliance reasons.
In that case, you can:
provide different bank account details, or
subscribe to our Business Account.
See this dedicated article for more information.
Bank account validation
- mismatch between the nonprofit's name on the bank document and the official name entered on the platform:
- Your nonprofit is named My Nonprofit 123, but the bank document is in the name of My NP 123 or MN 123
- The bank document is in an individual representative's name rather than the nonprofit's name.
- the bank account number submitted doesn't match the one on the bank document provided
- poor quality bank document that is illegible
- the bank document is more than one year old
- the bank's logo or name is not visible on the document
Organization
- the RNA number may be rejected if the information is not available on societe.com.
What to do when verification is declined
In most of the cases listed above, you'll need to upload a valid document and/or correct the information on your platform.
The following article details the exact requirements for the documents needed for e-wallet verification.
If your request was declined because of an expired ID, please contact us so we can assist you.
For any other situation not covered here, reach out to us and we'll help you get your account verified.
Learn more:
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