How do I verify my Stripe account?
This guide is for merchants whose billing account status shows Pending Additional Information or Restricted in Merchant Admin.
If your account already shows Verified with both Payments and Payouts statuses in green, no action is needed — your payouts will continue normally.
How to resolve a verification issue
Sign in to Merchant Admin.
Go to Account Settings > Billing > Accounts.
Click the Require Attention tab to find unverified accounts.
For any account showing Pending Additional Information, Restricted Soon, or Restricted, click Resolve Issue.
You’ll be redirected to the Stripe Dashboard. Enter the OTP sent to your registered phone number and click Continue.
Never share this OTP with anyone — including Oddle staff. Oddle will never call or message you to ask for it. If you receive such a request, ignore it and report it to the authorities.
If a warning banner appears saying payouts will pause in X days, click Update Info. If no banner appears, click the Person icon at the top-right and go to Account Settings.
Scroll down to Platform Settings. If you see Information needed, click on it.
Any fields that need updating will be highlighted with an Update button. If nothing is highlighted, click the Edit icon under Business Details or Management and Ownership to check for missing or incorrect information.
Update any missing or incorrect fields, then click Save followed by Done.
Your billing account status should update to Verified immediately if the information is correct. If it remains unchanged, see the troubleshooting section below.
Tips for a successful verification
Make sure the name on the identity document exactly matches the authorised representative’s name on the Stripe account.
Upload a clear, colour photo of the document against a contrasting background. No glare, shadows, or cut-off corners.
Accepted file types: JPG or PNG. Maximum file size: 10 MB.
Troubleshooting common issues
Incorrect business type or structure
Your business type (individual or company) and structure (public corporation, private partnership, etc.) must match exactly what is listed on your ACRA BizFile.
Incorrect business type
Select the type that matches your ACRA BizFile — either individual or company.
Incorrect business structure
Select the structure (e.g. private limited, partnership) as it appears on your ACRA BizFile.
Account representative cannot be verified
The representative must be a key officer listed on your ACRA BizFile — such as an Owner, Director, Managing Director, CEO, Partner, or Trustee.
Wrong representative
Register a key officer listed on your ACRA BizFile. See Stripe’s guidance for details.
Name formatting mismatch
Enter the full legal name exactly as it appears on the NRIC and ACRA BizFile. Stripe’s system is case-sensitive — if the document uses all caps, your entry must match.
Missing identity document
Upload a valid identity document that matches the representative’s registered details. For accounts requiring enhanced verification, Stripe may also ask the representative to log in with SINGPASS MyInfo or take a selfie with their document via Stripe Identity.
Accepted identity documents for Singapore:
Passport (JPG or PNG, max 10 MB)
Driver’s license — front and back required
NRIC — front and back required (must be current and valid; expired NRIC not accepted)
Work Pass or Long Term Pass — front and back required
If the business address is in Singapore but the account representative has a non-Singapore address, only a passport is accepted for identity verification.
Accepted address verification documents (within last 3 months):
Passport or government-issued ID with address
Recent utility bill
Government correspondence
Bank account statement
Accepted company/legal entity documents:
Proof of registration with ACRA (recommended)
Certificate of registration with Registry of Society
Frequently asked questions
What happens if I don’t verify my account?
Stripe is required by financial regulators to verify all account holders. If verification is not completed, Stripe will pause both payments and payouts on your account.
The account representative has left the company — how do I regain access?
Enter the registered email address for the existing Stripe account.
Select I no longer have access to this phone number.
A 6-digit code will be sent to the registered email address.
Authenticate and add the new phone number.
Complete the questions about the new account representative and click Save.
If you still have trouble, create a new billing account in Merchant Admin and associate your stores to it. See Stripe’s guide on changing a phone number for more detail.
How do I change or add an account representative?
In the Stripe Dashboard, click the Person icon at the top-right.
Navigate to Professional details > Management and Ownership.
Click Choose to nominate an existing person as the representative, or Add someone new to introduce a new one.
The new representative must be a listed key officer on your ACRA BizFile.
My ACRA BizFile information is outdated. How do I update it?
If you need further help, contact support@oddle.me.
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