This article guides you through what to do if your payment identity verification fails after you submit your documents. This guide covers verifying that your card payments are successful and how to identify when a verification has failed, as well as common reasons for verification failure and adjustments you can make to resolve verification issues.
This guide is the eighth in a series. The guides in this series are:
- Introduction
- Verifying school details
- Uploading school documents
- Entering Controller/Owner details
- Entering Representative details
- Adding a bank account for payouts
- Confirming and troubleshooting verification
- Enabling Customer Account Types
- FAQs and further reading
Top Tip: Unsure about where to start with payments in Arbor, or need assistance with your setup? Why not try our In-App Payments Help Guide!
Checking verification statuses
How do I know if our details have been verified?
Once your payment identity verification is complete, you will see a green tick next to Set up card payments on the School > Payments > Setup page.
From there, if you click on Set up card payments or go to Card Payments > Accounts for Card Payments on the left-hand side, you will see further confirmation of this in the form of a notice confirming:
How do I know if my details are not verified?
If payment identity verification has failed or has become unverified, staff with the Finance: Administer permission see notices advising Your school card payments account is not verified on their homepage and on the School > Payments > Setup page.
You will also see a red cross next to Set up card payments on the School > Payments > Setup page.
Troubleshooting issues
Making and submitting changes
If you see a notice advising Your card payment account is not verified, in a large majority of cases, you can resolve these issues by adjusting the details you have already submitted.
If you see a 'Submit Information' button, click it to proceed to the step you need to review, such as the school details and proof of address. From here, you can make and submit your changes for rechecking.
You might not see a Submit button, though. If that is the case, make the changes via School > Payments > Setup instead, and the system will re-check any details once you edit and save the edits.
Verifications can take up to 24 hours, so please bear with the system while your details are rechecked. Check back regularly to see if your payments have been verified, or to make further changes if they have not.
If your identity verification still fails and you are sure it has not worked as expected, please contact our Support Team.
Common reasons verifications fail
The system does not provide an exact reason why a verification has failed, so you must review the details and documents you submitted and compare them to the setup requirements to identify any issues.
Here are common reasons for identity verification failures and how to resolve them:
- Multiple files uploaded as proof of address or photo ID - please upload only one file at a time. Use the bin icon next to any files you want to replace to remove them.
- Previous files resubmitted - do not resubmit files that have previously been rejected, try a different file and remove the old one.
- Problems with the photo ID file, like:
- The file is corrupted - download it to check if it opens/displays correctly.
- The image is in grayscale or not readable. Replace it with a colour version and ensure the image is in focus and large enough to read the text.
- The ID was not issued by the UK government - please submit a new photo ID that meets the requirements.
If you need to replace an image, remove the old one before resubmitting. Do not upload a previously failed file, as duplicates will trigger an error and won't be rechecked.
- The name on the submitted photo ID does not match the name provided for the representative - verify and correct the name of the representative in Arbor so that this reflects the full legal First and Last names on the Photo ID.
- The address on the submitted photo ID does not match the address provided for the representative. Please verify and correct the representative's address in Arbor to reflect the address on the photo ID, or use a different photo ID document that does not list an address.
- The address of the controller/owner and/or representative has been set as the school's address rather than their personal address. Please correct this by updating the address details for your controller/owner and/or representative in Arbor.
- The address details for the school do not match the proof of address - amend the school's details in Arbor or use a different proof of address.
- Spelling mistakes, inconsistencies and abbreviations - make sure all details you submitted are spelt correctly and ensure your spelling and information match the information you have submitted in uploaded files. Correct any mistakes and try to avoid using abbreviations unless they match the format of your uploaded files.
Where to make changes
If you are not sure where to make changes after you have spotted a potential mistake, and you do not see a Submit Information button on the warning advising you that your payments are not verified, you can check and change details in these places:
- Check and adjust the school's address and contact information - School > School Details > School Details
- Check and adjust the controller/owner address and contact information. Go to School > Payments > Setup > [in the table] and Set up card payments. Then, click on the Card Payments account for the Owner/controller's name on the slide over.
- Check and adjust the representative's address and contact information. Go to School > Payments > Setup > [in the table] Set up card payments, then click on the Card Payments account for the representative and select the Representative's name on the slide over.
Once your payment documents are verified, you can proceed to the next step in setting up your card payment, enabling card payments for Customer Account types.
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