If your account hasn't been activated, it is likely due to one of the following reasons:

You have not completed onboarding

Onboarding your business is key to getting your new account up and running. If incomplete, you will be prompted to continue onboarding by simply logging into your account.

If you are having issues onboarding your business, our support team will be happy to assist.

You've opened an account on someone's behalf

The application process needs to be completed by the director or beneficial owner of the business. If you have started the application on behalf of someone else, then you may have received an email from us asking you to invite a director or beneficial owner to finish onboarding. They may need to confirm the business details and then verify their identity. Once that’s done and our team reviews the application, the account will be activated!

Your account is pending review

Once you've completed onboarding, our team will review your application within 1 business day. If all requirements are met, your account will be activated, and you will be notified via SMS and email.

If we require further documents to verify you or your business, then our team will be in touch via email within 1 business day. Until then, your account will not be active to make / authorise payments.

Failed verification

There are cases where details you've provided about you or your business do not pass our electronic verification process. This could be due to: 

• spelling errors
• invalid or expired identity documents
• recent changes to personal or business details

Please check to see if the reasons above are affecting your application. Our team will be in touch via email within 1 business day to assist with verifying your identity.