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| Bank document is outdated.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| Business document is outdated.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