If you use the Stripe option, your account may be temporarily blocked due to a check decided by Stripe, under its sole responsibility. The immediate consequence of these checks is that Stripe blocks the payment of your money to your bank account until it receives the results of its checks. But don't worry, not only is your money safe with Stripe, but it is also immediately released as soon as Stripe has received the answers it is expecting from you.
These checks are decided by Stripe when, generally, they find errors or "missing" information that you have sent them via our intermediary. elloha cannot intervene in these so-called KYC (Know Your Customer) procedures, which remain at the discretion of Stripe and the banking authorities. We thank you for your understanding. Our mission is to make your day-to-day life easier and to spare you as much inconvenience as possible.
Reminder of the information to be entered in your Elloha account:
All information must be entered in " My Account / Stripe Virtual POS ".
- the Surname and Forename must correspond exactly (beware of typos) to those shown on the requested identity document.
- the address entered must be the same as that shown on the proof of address.
Requirements for proof of identity :
Documents uploaded must be in colour (no scanned black and white documents)
Documents must be clear and large enough to be read
Photocopies of identity documents will not be taken into account
Documents must be valid and not have expired
Uploaded documents must be complete. A complete document is defined as follows
A driving licence or identity card, front and back
The full page containing all the information in a passport
Documents can be uploaded in .png or .jpg format (scanned colour photos accepted)
If the identity document is from the Netherlands, please ensure that the citizen service number (BSN) is not visible on the photo.
Requirements for proof of address
Documents must be clear and large enough to read
Documents must not be more than six months old
Documents loaded must be complete. A complete document is defined as follows
At least one full page
The person's full name and address must appear legibly
Documents can be uploaded in .png, .jpg or .pdf format
- The date of birth entered must match that on the identity document.
To complete Stripe's checks, all you have to do is :
go to your elloha account,
go to My Account
then go to the Virtual POS tab,
and check the information sent to Stripe via our screens,
Here are the most common errors:
The combination of city, state and postcode in the address provided could not be validated.
The name and/or street number of the address provided could not be validated.
The address on the identity document does not match the address entered on the elloha account and sent to Stripe. Upload a document with a matching address or update the address on the account.
If your elloha account is registered as a business, the business address may be missing from the document. Upload a document containing this address.
The file uploaded for the document was invalid or corrupt. Upload a new document file.
The document supplied was from an unsupported country.
The date of birth on the document does not match the date of birth on the elloha account. Upload a document with a matching date of birth or update the date of birth on the elloha account.
The same type of document has been used twice. Two unique document types are required for verification. Upload two different documents.
The document uploaded could not be used for verification because it has expired. If it is an identity document, its expiry date must be after the document submission date. If it is an address document, the date of issue must be within the last six months.
The document could not be verified because it was detected as a copy (e.g. photo or scan). Download the original document.
The document could not be used for verification because it was in greyscale. Upload a colour copy of the document.
The document could not be verified for an unknown reason. Ensure that the document follows the guidelines for document uploads.
The document has been identified as modified or falsified.
The company identification number on the account could not be verified. Correct any errors in the ID number field or upload a document containing the ID number.
The company identification number was missing from the document. Upload a document containing the identification number.
The document has been cropped or important information is missing. Download a complete scan of the document.
The file uploaded was not one of the valid document types. Ensure that the document follows the guidelines for document uploads.
The document has been identified as modified or falsified.
The uploaded file was missing from the back of the document. Upload a full scan of the document.
The uploaded file was missing from the front of the document. Download a full scan of the document.
The name on the document does not match the name on the account. Upload a document with a matching name or update the name on the account.
The company name was missing from the document. Upload a document containing the company name.
The nationality on the document did not match the person's declared nationality. Update the person's declared nationality or upload a corresponding document.
The document could not be read. Make sure that the document follows the guidelines for document uploads.
No document has been uploaded. Download the document again.
The downloaded file has exceeded the 10 MB size limit. Resize the document and upload the new file.
The account address could not be verified. Correct any errors in the address field or upload a document containing the address.
The document could not be verified. Upload a document that includes the company name, ID number and address fields.
The company identification number on the account could not be verified. Correct any errors in the ID number field or upload a document containing the ID number.
The identity information entered for the person could not be verified. Correct any errors or upload a document that matches the identity fields (e.g. name and date of birth) entered.
The information entered on the account could not be verified. Correct any errors in the company name, identification number or address fields. You can also download a document containing these fields.
The company name on the account could not be verified. Correct any errors in the company name field or upload a document containing the company name.
Verification failed for an unknown reason. Correct any errors and resubmit the required fields.