Sorry to hear you're having trouble with the Identity Verification process, @Dmitr!
Here are a few things to check if you're experiencing file upload issues:
Browser Troubleshooting
Some browsers have trouble with the verification process. Try:
- Using Google Chrome, Safari, or Firefox on a laptop or desktop computer
- Clearing your browser cache before attempting verification
File Requirements
Ensure your files are:
- Maximum size of 25MB
- In supported formats (PDF, JPEG, JPG, PNG, or TIFF)
- Clear, legible, and showing all corners of the document
- Not expired, annulled or damaged
Some other things to keep in mind:
- The name on your ID must exactly match what was previously entered in the personal information fields
- If your driver's licence was issued in ACT, NSW, NT, SA, TAS or WA, you must provide both the driver's licence number and card number as stated on your licence
- Photos of physical IDs must be taken directly - photocopies are not accepted
Since you've already tried multiple valid ID documents, I recommend contacting Square Support at 1800 760 137 for immediate assistance with your verification. The team is available from 9AM-5PM AEST, Monday-Friday.
In the meantime, here's a quick recap of the personal and business information required for Incorporated Associations when you attempt your next verification:
Personal Information
1. Verify the Account Holder’s identity by providing:
- Their full name, date of birth, and current residential address, using a valid Driver's Licence, Passport, or Medicare card.
2. Verify the President and Treasurer by providing:
- Their full names, dates of birth, and current residential addresses.
3. Identify the Secretary of your association by providing:
- Their full name.
Note: Make sure you have each individual’s consent to provide this information to us.
Business Information
For Incorporated Associations, Square requires more than just personal ID. You'll need:
1. Basic business information
- Including the incorporated ABN. Use of an ACN is optional, but can only be added alongside an ABN.
2. Annual General Meeting Minutes
- Upload a PDF copy of the most recent meeting minutes showing the election of office holders, including President, Treasurer and Secretary.
3. Certificate of Incorporation (if applicable)
- You can find this on the Australian Securities and Investment Commission website.
4. Incorporation Registration Number (if applicable)
- You can also find this via the ASIC website. You can only search by association name, not the ABN.
If you need any further assistance, please don't hesitate to ask!
