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How to resolve Stripe verification issues
How to resolve Stripe verification issues

This help article addresses the recent updates to the verification requirements for Stripe accounts in Singapore.

Updated over 6 months ago

This guide is for merchants whose billing account status is "Pending Additional Information" or "Restricted" in the Oddle Admin Dashboard.

If your account already shows "Verified" and both Payments and Payouts statuses are in green, no further action is required on your part. Payouts and customer payments will not be paused. Business will continue as usual.

In this guide

If your billing account is not yet verified, please follow these 10 steps:

  1. Sign in to your Oddle Merchant Admin at https://panel.oddle.me.
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  2. Go to Account Settings in the bottom-left of the dashboard.

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  3. Navigate to Billings > Accounts. Note that you need Billing Accounts access permission to view this page.
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  4. Click into the "Require Attention" tab to see the unverified billing accounts.
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  5. If the status is "Pending Additional Information" or "Restricted Soon" or "Restricted", click on "Resolve Issue" for that billing account.

  6. You'll be redirected to the Stripe Dashboard. Enter the OTP sent to your registered phone number, then click "Continue".
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    ​Important: Never share this OTP or access with anyone, including Oddle representatives. We will never call or message you to ask for this information. If you receive any such requests, please ignore and report them to legal authorities immediately.
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  7. On the Stripe Dashboard, you might see a warning message at the top stating that your payouts will pause in X days if your account remains unverified. To prevent this, click on "Update Info". If you don't see any warning messages, click the Person icon at the top-right to access Account Settings.
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  8. Scroll to "Platform Settings" at the bottom. If you see "Information needed", click on it.
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  9. If any information needs updating or changing, it will be highlighted with an "Update" button. If nothing is highlighted, click the Edit icon under Business Details and/or Management and Ownership to check for missing or incorrect information.
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  10. Once you've identified any missing or incorrect information, please update it accordingly. Then, remember to click on "Save" followed by "Done".
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If the information entered is correct and sufficient, your billing account status should typically update to "Verified" in the Oddle Merchant Admin immediately. If your billing account status remains unchanged after updating, refer to the troubleshooting guide below on how to resolve the issue.

Troubleshooting Guide

1. The legal entity structure on the account is incorrect.

Previously, there was a bug on the Stripe dashboard where the option to correct the business type and structure could not be found in the Business Settings. This has been fixed as of 02 May 2024.

Should you encounter this error on your Stripe dashboard and still be unable to find the option to update, please reach out to us through your dedicated Telegram group chat with the Product Support Team, or by clicking on the speech bubble in the bottom-right corner of this page. We will assist you with this matter.

Potential errors

Advice from Stripe

Incorrect business type

Make sure the business type you select (individual or company) matches what is listed on your ACRA BizFile.

Incorrect business structure

The business structure you select (public corporation or private partnership) should correspond with what is stated on your ACRA BizFile.

2. The authority of the account representative could not be verified.

The identity information you entered cannot be verified. Please correct any errors or upload a document that matches the identity fields (e.g., name and date of birth) that you entered.

Potential errors

Advice from Stripe

Incorrect representative

In Singapore, Stripe requires that the account representative holds a position of authority in the business. For companies, the account representative should be a key officer listed on your ACRA BizFile (e.g., Owner, Director, Managing Director, CEO, Partner, General Partner, Trustee). More details can be found here.

Incorrect formatting

  • Provide the full legal name of the account representative along with a photo ID that matches this name.

  • For non-English names, enter the name on Stripe exactly as it appears on the NRIC and ACRA BizFile. The name should mirror how it is exactly displayed on these documents.

Important: Stripe's verification system is case-sensitive. Sometimes, a name might be spelled in all capital letters on the dashboard, while the document uses lowercase. If the document displays the name in a mix of capital and lowercase letters, ensure it is entered exactly as shown. If the document presents the name in all capitals, update the dashboard to match.

3. Missing identity document.

A required document for verification has not been uploaded, or the uploaded document lacks some necessary information. Please refer to the list of acceptable identity documents here.

For accounts subject to enhanced identity verification, Stripe requires the account representative to be verified by means such as logging in to SINGPASS MyInfo, or by taking a selfie with an identity document using Stripe Identity.

4. The document type is not accepted.

Your upload may have failed due to a problem with the file. Please provide a new file that meets these requirements:

If you are uploading a/an

Stripe's requirements

Identity document

  • The acceptable forms of identification are:

    • Passport

    • Driver’s license - scans of front and back are required

    • National Registration Identity Card (NRIC) - scans of front and back are required

    • Work Pass or Long Term Pass - scans of front and back are required

  • The account representative's latest valid NRIC should be used. An expired NRIC will not be accepted for verification.

  • The photos are clear and display the entire document, including all sides and corners. If the photo includes too much background, crop it to only show the complete card with its sides and corners.

  • No glares, flash reflections, shadows, or anything that could block the information. The image should be clear, not pixelated, and well-lit. Don't alter the contrast so much that it's hard to identify the person's details.

  • The image should be in colour. Stripe is unable to accept grayscale or black-and-white photocopies.

  • The image dimensions should be no larger than 8,000 pixels by 8,000 pixels.

  • The file size should be no larger than 10 MB.

  • Identity documents should be in JPG or PNG format.

Important: Stripe only accepts a passport to verify someone’s identity when a Stripe account and the account representative are from different countries. For example, if the business address is in Singapore, but the account representative or owner of the business has a non-Singapore address, then only their passport is accepted for verification of their identity. A passport scan is the only acceptable document in these cross-border situations.

Address document

  • The acceptable forms of address verification are:

    • Passport

    • Government-issued identity document with address

    • Recent utility bills (within last 3 months)

    • Correspondences with Government agencies (within last 3 months)

    • Bank account statement (within last 3 months)

  • The file must not be password protected.

  • It should be in JPG, PNG or PDF format.

Company or legal entity document

  • The acceptable forms of legal entity verification are:

    • Proof of registration with ACRA (recommended)

    • Certificate of registration with Registry of Society

  • Legal entity documents must include all pages. For example, if your proof of registration with ACRA shows that you hold other companies with a large percentage of ownership, you need to compile a Memorandum of Association for each of your holding companies and combine them into a single document to upload on Stripe. To better understand what to upload, you may refer to Stripe's guide here.

  • The file must not be password protected.

  • It should be in JPG, PNG or PDF format.

Relationship document

  • The acceptable forms of ownership verification are:

    • Proof of registration with ACRA (recommended)

    • Recent annual return

    • Recent constitution document

  • Relationship documents must include all pages. For example, if your proof of registration with ACRA shows that you hold other companies with a large percentage of ownership, you need to compile a Memorandum of Association for each of your holding companies and combine them into a single document to upload on Stripe. To better understand what to upload, you may refer to Stripe's guide here.

  • The file must not be password protected.

  • It should be in JPG, PNG or PDF format.

Frequently Asked Questions

  1. Why is Stripe making this update?

    Payments regulations aim to create a safer, more secure financial ecosystem by helping to prevent crimes such as money laundering, fraud and tax evasion. Stripe has certain know your customer (KYC) obligations that require them to collect, verify and maintain identity information about their users, as well as any individuals who ultimately own, control or direct them. These requirements are frequently updated by Stripe, financial service regulators, card networks and other financial institutions. For more details about the 2024 updates, visit Stripe's FAQ here.
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  2. What happens if I don't verify my Stripe account?
    Because this information is required by regulators, Stripe will pause payments and payouts if they cannot verify your information by July 1, 2024.
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  3. The account representative has left the company. How to regain access?
    If you no longer have access to the registered phone number for your Stripe account, here's how you can regain access:

    • Go to https://connect.stripe.com/express_login

    • Enter the registered email address for your existing Stripe account

    • Select the option "I no longer have access to this phone number"

    • A 6-digit verification code will be sent to your email address

    • Authenticate the request and add the new phone number that will receive the OTP moving forward

    • You'll be asked a set of questions about the new account representative you're nominating for your Stripe account. Complete these questions and click Save.

    If you're still having trouble with your access, please consider creating a new billing account in the Oddle Admin Dashboard and associating your stores with the new billing account. For more information, you may refer to Stripe's guide here.
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  4. How to change, remove or add a new account representative?

    1. Click on the Person icon at the top-right corner of the Stripe Dashboard.

    2. Navigate to Professional details under Account Settings.

    3. In the Management and Ownership section, select the "Choose" button to change the account representative, or "Add someone new" to introduce a new person.

    4. Selecting "Choose" lets you nominate a new account representative from the existing users.

    5. Selecting "Add someone new" requires you to provide the identity information of the new account representative. Note that to nominate a new account representative, they must be a listed key officer (e.g., a director or owner) on your ACRA BizFile.
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  5. The company information in my ACRA BizFile is outdated. How can I make amendments and retrieve an updated version?

    Please visit ACRA's official help guide here.

💭 Need more help? Reach out to us through your dedicated Telegram group chat with the Product Support Team, or by clicking on the speech bubble in the bottom-right corner of this page.

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