How to manage refusals

If sent information does not match with the data provided when creating the seller account, the information/documents are refused and the account is not identified.

Refusal of a KYC/KYB document

When a KYC/KYB document is refused, you receive an API notification informing you of the type of document in question and the reason for its refusal.

If you partnered with a marketplace managing platform, they will also receive a server-to-server notification.

You can then analyze the reason for refusal to send us by API a new KYC/KYB document, modified accordingly, to identify the account. 

Refusal of a bank account identification document (RIB/IBAN) or bank details

If one of these pieces of information is refused, please check the following elements.

1. The name indicated on the bank account identification document (RIB/IBAN) must be the same as:

• the company name indicated on the certificate of incorporation of the company (for professional accounts),
• the name indicated on the ID card or passport (for individual accounts).

2. The country where the company is domiciled (for professional accounts) or the country indicated on the proof of address (for individual accounts) must be the same as the country indicated on the bank account identification document (RIB/IBAN).

3. The information provided by API (name, address, etc.) when creating the seller account must be the same as the information from the KYC/KYB documents, the bank account identification document (RIB/IBAN) and the bank details.

Then please re-submit by API the bank information, modified accordingly.

Please find hereafter the various reasons for refusal provided by notification.

PLEASE FIND HEREAFTER THE VARIOUS CASES OF IDENTIFICATION REFUSAL.

• Sellers wanting to get identified with an expired identification document

The account identification process requires a valid identity document.

The only exception to this rule pertains to French identity cards.

Indeed, since January 1^st, 2014, the validity of French identity cards went from 10 to 15 years for people who are of age.

Besides, the validity of French identity cards issued between January 2^nd, 2004 and January 31^st, 2013 is automatically extended for another 5 years.

Please note: this does not apply to passports.

How to solve this issue:

Re-submit by API a valid identification document so that we can proceed with account identification.

• Sellers wanting to get identified with a driver’s license

A driver’s license is not a substitute for a national identity document.

Yet, there are exceptions: some countries do not issue ID cards and passports remain optional. Therefore, the driver’s license is used as an identity document in the United States, in Canada and in the United Kingdom (countries most encountered by us during document review).

Except for countries where it is authorized by the law to use a driver’s license as an identity document, we do not accept a driver’s license for identification purposes.

How to solve this issue:

Re-submit by API a valid national identification document so that we can proceed with account identification.

• Sellers wanting to get identified without a proof of address in their name

All the identification documents must be in the name of the HiPay account holder.

Yet, some sellers staying with a third party (with a relative or any other person) are not able to provide us with a proof of address in their name.

How to solve this issue:

Submit a request through our Support Center with the following documents:

-           a proof of address in the name of the host,

-           written confirmation from the host proving that the seller is staying with him/her,

-           a copy of front and back sides of a valid identification document (ID card or passport) of the host.

In addition to these three documents, a copy of front and back sides of a valid identification document (ID card or passport) of the account holder is also required.

• Sellers wanting to get identified as individuals with the documents required for a professional account

This case arises when the appropriate account category was not selected upon account creation or when the account has not been setup correctly.

How to solve this issue:

You can use the form shown hereafter.

You will have to fill it out, indicating the seller’s professional information so that we can change the account category from “individual” to “professional”, and email it to identification@hipay.com.

Here is how the form looks like:

• Sellers wanting to get identified as professionals with the documents required for an individual account

This situation is similar to the previous case. Likewise, this case arises when the appropriate account category was not selected upon account creation or when the account has not been setup correctly.

How to solve this issue:

Change the account category from “professional” to “individual”.

• Sellers who provided us with a company document with no legal value

Provided documents must have an ascertained value (established by the issuing entity).

How to solve this issue:

Re-submit by API a document with an official/legal value.