Most of the common issues related to not being able to add a bank account are caused by information being entered incorrectly, or details not matching the records. Please try the below solutions, and if the problem persists please contact our Client Services team.
IBAN contains unsupported characters / IBAN length is not correct / IBAN structure is not correct
An IBAN is a combination of alphanumeric characters that includes a country code, two check digits, and a detailed bank account number used for bank wire transfers. When entering your IBAN, ensure there are no spaces between the letters and numbers.
Each country has its own IBAN format, which you can find in the IBAN Register. Click here to see the IBAN format and examples specific to your country.
To validate your IBAN, click here.
The account check digit is not correct
Please check to ensure there are no incorrect digits in the bank code or account number you entered.
Incorrect Account Number
Ensure the account number you provide when adding a bank account matches the one on your bank statement.
Cannot upload a Bank Statement
If you're having trouble uploading your bank statement, try the following solutions:
- Clear your browser’s cookies and cache.
- Use a different device (PC or phone).
- Switch to another browser (Edge, Chrome).
- Ensure the file isn’t too large (only the first page with key details like bank name, logo, account number, IBAN, Swift/BIC, and account holder’s name is required).
- Ensure the document is in JPG or PDF format and is not edited or password-protected.
- Try using hidden/incognito mode (Using hidden/incognito mode to open a private browsing session may solve problems related to your cookies, or other data.)
Outdated Bank Statement
To be successfully verified, bank statements must be no older than 6 months.
If the problem persists, contact our support team for assistance.