Frequently asked questions

What if an upload fails?

Check the actual file format, size and readability. Store-photo screenshots show 2MB in Chinese and 5MB in English; prepare files at ≤2MB where possible and follow the live portal. The source limits registration certificates, proof of address and identity documents to ≤5MB. If the problem persists, record the error text, section and file size, then contact Online support in the portal or the onboarding team.

What if there is no VAT number or local postcode, or a field does not apply?

The source specifies no default entry. Do not enter arbitrary zeros, example numbers or invented information. Read field help, then confirm whether to leave the field empty, use a local tax number or follow another approved treatment.

What if a name or company address differs from the document?

Determine whether it is a spelling, abbreviation, language or actual information change. Use the identity or registration document. Explain genuine differences with supporting material and seek confirmation from the onboarding team. Do not alter evidence to create superficial consistency.

What about online-only business, unattended vending or no Google Maps listing?

The source shows an offline-store form. Explain your sales model and operating location, confirm applicable documents or substitutes and then upload them. Do not use unrelated photographs.

Can one person who is a director, account contact and UBO be entered only once?

One person may have several roles, but the source does not explain record reuse or combined entry. Check requirements for each role. Do not skip a required role or declaration simply because the name is the same.

Do ticks in all sections mean onboarding is successful?

No. Information completion, submission, approval and activation are separate stages. Check the final status or formal notice.

Can I copy the example dates, addresses, MCC or monthly ranges?

No. Replace them with your actual company information. The example country/region, legal form and transaction limits are not recommended selections.