Stripe/Bank Transfer issues

What to do if your payments are not working or you are having trouble uploading documents

Shahid Lakha avatar
Written by Shahid Lakha
Updated over a week ago

Our payment provider for bank transfers is Stripe. They are able to process automatic payments to bank accounts at no charge, in either GBP or Euros, so long as the recipient bank is in the UK/EU. In order to do this they need: 

  • A copy of your government issued photographic ID

  • Proof of address - Bank statement, Credit card statement, energy/utility bills, Council tax etc

Sometimes, Stripe can reject your ID as its machines cannot read it properly. You can troubleshoot this using the instructions here. The most common reasons for documents not being to verify your identity are:

  • Files sent in the wrong format - they must be in either .png or .jpg formats, and there are lots of online file converters that will help you do this

  • Edges not showing - the image you send must show all the edges of the document/ID

  • The addresses must match - the document which proves your address should be the same address which you provide to Stripe

If after trying these steps, you still have issues, then contact us on the blue button 

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