Document Requests

Manage document requests through the Dashboard or build a custom document management experience using the DocumentsAPI. To determine which option is best for you, review our integration options for document management.

Manage Document Requests

Documents can be fully managed through the Partner Dashboard. When documentation is requested, an email notification is sent to all partner and merchant users who have email notifications enabled for Additional information requests.

To manage merchant email notifications for document requests, refer to our Merchant Preferences guide.

Upload merchant documentation

To upload documentation on behalf of a merchant:

Navigate to Merchant Management > Merchants and select the desired merchant
Navigate to the Documents tab
Click the Submit Requested Information button
Upload the requested information and click the Submit Additional Information button

View request status

To view the status of a documentation request:

Navigate to Merchant Management > Merchants and select the desired merchant
Navigate to the Documents tab
Refer to the status code of the respective request

Refer to the Document Request States for detailed information on each status.

Common Reasons for Document Requests

For active merchants using , it's not uncommon to receive requests for additional documents. Generally, document requests are part of our ongoing efforts to ensure compliance, security, and smooth operation of the merchant account.

The table below defines the most common scenarios in which additional documentation may be requested.

	PURPOSE	COMMON DOCUMENT REQUESTS
New Merchants
Business verification	Verify the legitimacy and standing of the business.	Business License Articles of Incorporation
Business owner verification	Confirm the identity of the business owner.	Driver’s License or Passport
Processing volume verification	Ensure reported processing volumes match those stated in the application.	Bank Statements Processing Statements Financial Statements
Active Merchants
Periodic account review	Ensure all merchant account information is current and compliant with regulatory standards.	Business License Financial Statements
Release of funding hold	Resolve any issues causing a hold on the merchant’s account.	Invoice Financial Statements Proof of order fulfillment
Account change verification	Verify significant account changes, like ownership or business structure changes.	Articles of Incorporation EIN Letter
Risk management procedures	Review unusual or significant transaction patterns.	Invoice Financial Statements Customer contracts

Types of Document Requests

	DESCRIPTION
Files
Bank Letter or Voided Check	Voided Check: Official bank document proving an account's authenticity with pre-printed account details. The Voided Check should: Be a pre-printed voided check (not a temporary check) Include the merchant legal name Include the merchant business address Bank Letter: Formal letter from the merchant's bank verifying the account holder's details. The Bank Letter should: Be on a bank letterhead Include the registered name of your business Include an ACH/EFT routing number Include an ACH/EFT account number Be signed and dated by a bank representative within the last 30 days
EIN Letter	Confirmation letter from the IRS that provides the Employer Identification Number.
Articles of Incorporation	Official documents that legally establish the creation of a corporation.
Business License	Government-issued document that certifies a business to operate legally within a certain geographical area. A photo of the Business License is accepted, as long as it is readable.
Utility Bill	Monthly statement from a utility service (e.g., electricity, water, gas) verifying a business's address.
Processing Statement	Recent statements from a payment processor detailing transaction history. The number of months requested will be specified in the `requestNotes`.
Financial Statements	Comprehensive reports detailing a company's financial performance over a specific period, typically including a Profit and Loss (P&L) statement and a Balance Sheet.
Bank Statements	Documents from a bank detailing the transactions carried out within an account over a specified period. The number of months requested will be specified in the `requestNotes`.
501c3	Official documentation proving a non-profit organization's tax-exempt status under IRS section 501(c)(3). 501c3 will only be requested from non-profits.
Tax Return	Government document detailing income, expenses, and other tax-related information. The year of the requested Tax Return will be specified in the `requestNotes`.
Invoice	Detailed bill from transactions or services provided, listing quantities, prices, and terms. The date and amount of the transaction for which the Invoice is requested will be specified in the `requestNotes`.
Driver’s License or Passport	Government-issued identification that includes a photo and personal details. The name of the individual for whom the driver’s license is requested will be written in the `requestNotes`.
Driver’s License - Back side	Government-issued identification that includes a photo and personal details.
Other	Any document not listed that may be required based on specific circumstances. If `other` is selected, notes will be provided in the `requestNotes` field to explain the request.
Written Prompts
Business model	Description of the merchant’s products/services, target market, and any unique features or value propositions that differentiate the business from others in the industry.
Pricing model	Description of the merchant’s pricing model, including general costs of goods or services.
Website	Link to the merchant’s website. Facebook and Instagram websites are not accepted.
No shopping cart	Description of how the merchant typically handles order placements, along with the usual lead time between when an order is made and when it’s fulfilled. This information is typically only requested from merchants without a shopping cart on their website.
Other	If `other` is selected, notes will be provided in the `requestNotes` field to explain the request.

Document Request Requirements

TYPE	ACCEPTED INPUT	DETAILS
Files	Upload a file	File types: .pdf, .png, .jpg, .tiff File size limit: 10MB
Written prompt	Submit a written response	Character limit: Up to 255 characters

Document Request States

STATUS	DESCRIPTION
`requested`	Document was requested from the merchant.
`submitted`	Document was submitted to and is under review.
`verified`	Document was verified. No further action is needed.
`rejected`	Document was rejected for failing to meet the review criteria. Reasons for rejection may include: Blurry or unreadable content, making the document hard to review Document corruption or technical issues preventing it from being opened Irrelevance or errors in the document's content If a document is rejected, a detailed explanation will be provided and an updated document will be requested.

Merchant Onboarding Online Payments