Verification FAQs
General queries:
- Why do you require documentation to verify my account?
- Who can I contact if I am having trouble getting my account verified?
- Why can I not speak to someone regarding my verification?
Address:
- Why do you need the home address of my or our director?
- What happens if I enter my business address?
Identity:
- Can I verify my identity with the same document I used to verify my address?
- Can I still use an official photo ID document if it is out of date?
Bank account:
- Why do I need to verify my bank account?
- Can I provide a different document if I do not receive statements from my bank?
Why do you require documentation to verify my account?
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.
Who can I contact if I am having trouble getting my account verified?
Please reach out to us via this form and one of our team will get back to you shortly.
Why can I not speak to someone regarding my verification?
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 reach out to us via this form and a member of our team will be in touch.
Why do you need the home address of my or our director?
In line with our regulatory requirements, we must verify a registered director's identity and part of this includes verifying their home address.
Please note that this applies whether you are collecting payments as an individual/sole trader, limited company or other legal entity.
What happens if I enter my business address?
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.
Can I verify my identity with the same document I used to verify my address?
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.
Can I still use an official photo ID document if it is out of date?
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.
Why do I need to verify my bank account?
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.
Can I provide a different document if I do not receive statements from my bank?
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)