My verification was declined

This article explains what to do when any part of your business’s account verification is declined — and how to try again. A decline is almost never final: you can resubmit after fixing the problem.

Before you start

• Read the decline reason shown on screen. It tells you exactly what to fix.

If the identity check was declined

You see the reason on the Identity screen (app) or under Identity & documents (web), with the option to try again.

1. Fix the problem the reason describes. The most common ones:
   • The document photo was blurry, cropped or had glare — retake it with all corners visible in good light.
   • The document was expired — use a valid one. See Accepted documents.
   • The selfie did not match or was too dark — retake it facing the camera in good light.
2. Tap Verify my identity (app) or Verify identity (web) and run the check again.

There is no limit on retries shown in the app.

If the banking review was declined

On the Connect your account card, the Banking row shows Declined with the reason underneath.

If a document was flagged — “We need another document”

1. The message tells you which document is flagged: your ID or selfie, or your proof of address.
2. Tap Update in the Identity step above it, and redo the flagged document.
3. Come back to the Connect your account card and tap Resubmit to bank. Your latest documents are re-sent automatically — there is nothing to upload here.
4. You see “Resubmitted — we’re reviewing it again” and the status returns to In review.

If the compliance questions were the problem

If you see “Verification needs another try — see below” after submitting the Connect your account questions, the reason is shown per item. Correct your answers and tap Finish setup again.

If the card verification was declined

On the Cards page you may see “Your last verification was declined:” followed by the reason. Fix what it describes (usually a document issue — update it from the Identity step) and request the card again.

What happens next

After resubmitting, the status returns to In review and updates automatically. Identity checks are usually quick; the banking review can take longer.

Fees and limits for this action

• Retrying verification is free, as many times as needed.

Troubleshooting

• The same document keeps getting declined — try a different accepted document (for example your passport instead of an ID card), and make sure the photo is sharp with no glare.
• The decline reason is unclear — contact support with your account email; we can see the submission status and tell you what to fix. Never email photos of your documents.
• “Could not resubmit” — a temporary error. Wait a moment and tap Resubmit to bank again.
• I can’t finish verification at all — if you decide to stop, you can still delete your account from this screen with “Can’t continue? Delete your account.”

FAQs

How many times can I retry? The app does not limit your retries. If you are declined repeatedly for the same reason, contact support before trying again.

Will a decline affect the account? No. A declined check just means that submission was not approved. The account stays open and you can retry.

Do I have to fill everything in again? No. Your details stay saved. For a flagged document you only redo that document; for the compliance questions your other answers stay on screen.

Why was I declined with no clear reason? Our partners sometimes decline without a detailed public reason. Contact support and we will help you resubmit.

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