I verified my business, linked my business bank account but I couldn't verify my Identity

[HB1971]

Hi, 

I received my Square terminal.  My business is legally registered to the UK Companies house. Square verified my business, linked my business account successfully but couldn't verify my Identity. I sent my BRP and passport to the Customer service representative, it's been 3 days and my Square accoutn is still not active. My Identity has not been verified.  In addition, since the application is a company account, sufficient valid company information should be provided. Personal information verification only needs to verify the relevance and uniqueness. I don’t understand why my Identity has not been verified yet! I have been living legally in the United Kingdom for 5.5 years. I have been in the same address for the last 5 years.  In the end, I don’t know how to solve the problem to  verify personal information. Please provide a more agile and reasonable solution, thank you.

[Breffni · Accepted solution]

Hi @HB1971, sorry to hear that this process has brought you to the Seller Community! 

It sounds like we might not have been able to electronically verify your information when you signed up for Square. This can happen if our system is unable to match your details with the electoral roll, often due to a recent address change or similar circumstances.

In such cases, our Account Services team will need to manually review your information. Once the manual review is requested, they’ll send an Information Request within 1-2 business days. This request will ask for a photo ID and proof of your home address (such as an electricity, phone, or gas bill). After receiving your documents, they’ll review them within another 1-2 business days.

This delay might explain why you haven’t heard back from us just yet, but rest assured, we’re here to assist.

In the meantime, I recommend giving our support team a call for any updates on your case. You can reach them at 0800-098-8008, Monday to Friday, 9 AM - 5 PM.