Online payments only switch on once your identity and business have been fully verified through our payment provider, Adyen. If the toggle won't activate or you see a Verification failed message, it's almost always one of the reasons below — and most of them you can fix yourself.
First, check your status in the app
Go to the Sales tab and open Payments. This screen tells you exactly where you are:
A green checkmark ✅ next to each section means that step is complete.
A Verification failed message means something needs correcting — click Try again to see the error and fix it.
A Verification successful message means you're all set.
The detailed reason for a failed check is shown on the payment provider's website, linked from the error message. Our Customer Care team can't edit your details for you, so any corrections need to be made by you here.
Common reasons payments won't turn on
Verification isn't finished yet. All four steps must be complete: company details, decision-makers, bank account, and the signed Service agreement + PCI DSS questionnaire. Any section without a green checkmark is still blocking activation.
Your details don't match official records. Use your exact legal name, not a trade name, and make sure the name on your bank statement matches exactly (e.g. "Sarah Miller," not "S. Miller").
Your documents don't meet the requirements. Your business registration must be issued within the last 12 months and be signed and dated; your bank statement must be issued within the last 6 months. See Verification requirements.
Your country isn't supported yet. Payments are currently available in most of Europe — check the full list here.
Your business type isn't supported. Some industries can't be onboarded by the payment provider. See the list in How long will it take to verify my identity.
You recently changed your billing or bank details. Any change triggers a new verification, and payments pause until it clears. See Why do I need to verify my identity again?
Still stuck?
If every section shows a green checkmark but payments still won't turn on, contact our Customer Care team with a screenshot of your Sales – Payments screen so we can investigate.
Tip: Verification usually completes instantly, but can take up to 3 business days when documents need manual review. Make sure your uploads are clear and legible to avoid delays.