This article lists answers to common queries relating to the verification process. All merchants using GoCardless must verify their account before they can receive payouts.
- Why do you require documentation to verify my account?
- I’m having trouble getting my account verified. Who can I contact to get this resolved?
- Why can’t I speak to someone regarding my verification?
- Can I verify my identity with the same document I used to verify my address?
- I have an official photo ID document, however it's now out of date. Can it still be used?
- Why do I need to verify my bank account?
- I don't receive statements from my bank. Can I provide something else?
For specific business type (legal entity) FAQs please select from the following:
As a payment processing company regulated by the Financial Conduct Authority, we need to comply with strict regulatory requirements. This will always involve verifying at least one individual’s identity.
We aim to do this electronically using the information you provide on the company verification form, but in some instances we may need additional documentation to do this. We will let you know if this is the case.
Please send an email explaining your situation to email@example.com and one of our team will get back to you shortly.
As a regulated payments processor, we’re obliged to conduct checks on merchants who sign up to use our service, as outlined in our Terms and Conditions.
All communication regarding the verification process must be in writing. We’ve taken this decision to ensure that we have an auditable paper trail of the checks we’ve conducted, as well as a record of the communication between both parties.
We do this to ensure that all communication is clear, and in the unlikely instance of a dispute; we both have an accurate record of all relevant correspondence to refer to.
We appreciate that sometimes this can be frustrating, and we do endeavour to respond to all queries within 1 working day. Depending on your query, you may find that the answer is already on our Support Centre.
If you do have an issue you’d like to raise, please email firstname.lastname@example.org and a member of our team will be in touch.
If you enter an address other than a residential/home address, we will not be able to verify your/the director's identity automatically, and will likely require further documentation. This will naturally extend the time it takes to complete the verification of your account.
We are not able to accept the same document for two verification checks. For example, if you were to upload a copy of your driving licence or national identity card as proof of address, we would not be able to accept this same document as proof of identity.
It is a legal requirement that verification checks are carried out against valid documents. As such, you would need to provide a document that meets our requirements and is currently valid.
Our verification process is designed to be fully compliant with our regulatory requirements as an FCA regulated payment processing company, whilst also ensuring that it creates as little inconvenience to you as a GoCardless merchant as possible. It also serves to enhance the security of your GoCardless account and ensure that we will only ever be paying out your money to you and/or your business.
We understand that not everyone receives ongoing statements from their bank, or that your account may be new and so haven't received any yet.
In these cases, we can instead accept one of the following:
- Screenshot of your online banking
- Bank account opening letter
Please note that either option must include the following information:
- Account holder name
- Account number
- Date (document must have been issued within past 6 months)