# 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

1. Sign in to [Merchant Admin](https://panel.oddle.me).
2. Go to **Account Settings > Billing > Accounts**.
3. Click the **Require Attention** tab to find unverified accounts.
4. For any account showing **Pending Additional Information**, **Restricted Soon**, or **Restricted**, click **Resolve Issue**.
5. You’ll be redirected to the Stripe Dashboard. Enter the OTP sent to your registered phone number and click **Continue**.

{% hint style="warning" %}
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.
{% endhint %}

6. 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**.
7. Scroll down to **Platform Settings**. If you see **Information needed**, click on it.
8. 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.
9. 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.

![](/files/iUClyyLBVvwVvc5YJedQ)

***

## 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.

| Issue                        | What to do                                                                                   |
| ---------------------------- | -------------------------------------------------------------------------------------------- |
| 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.

| Issue                    | What to do                                                                                                                                                              |
| ------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Wrong representative     | Register a key officer listed on your ACRA BizFile. See [Stripe’s guidance](https://support.stripe.com/questions/representative-authority-verification) 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

{% hint style="info" %}
If the business address is in Singapore but the account representative has a non-Singapore address, only a passport is accepted for identity verification.
{% endhint %}

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?**

1. Go to [connect.stripe.com/express\_login](https://connect.stripe.com/express_login).
2. Enter the registered email address for the existing Stripe account.
3. Select **I no longer have access to this phone number**.
4. A 6-digit code will be sent to the registered email address.
5. Authenticate and add the new phone number.
6. 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](https://support.stripe.com/express/questions/i-lost-my-phone-or-changed-my-number-how-do-i-login-to-my-account) for more detail.

**How do I change or add an account representative?**

1. In the Stripe Dashboard, click the **Person icon** at the top-right.
2. Navigate to **Professional details > Management and Ownership**.
3. Click **Choose** to nominate an existing person as the representative, or **Add someone new** to introduce a new one.
4. The new representative must be a listed key officer on your ACRA BizFile.

**My ACRA BizFile information is outdated. How do I update it?**

Visit [ACRA’s guide on updating company information](https://www.acra.gov.sg/how-to-guides/updating-information-of-companies-and-company-officers/change-in-company-s-name-business-activity-registered-office-address-or-company-officers).

If you need further help, contact <support@oddle.me>.


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