To process payments through CardUp, you may be required to provide supporting documents that allow us to verify your payment and ensure it meets our payment and compliance requirements.
The documents required will depend on the type of payment you are making. Please ensure that all documents provided are complete, accurate and up to date to help minimise potential delays.
Why does CardUp require supporting documents?
Supporting documents help us verify important details relating to your payment, including:
the purpose of the payment;
the payment amount and recipient details;
your relationship with the recipient, where applicable; and
whether the payment meets CardUp's applicable verification and compliance requirements.
The documents required may differ depending on your payment type and the information available to us.
What documents do I need to provide?
The supporting documents required will depend on your selected payment category.
Examples may include invoices, statements, agreements, tax documents or other documents that support the purpose and amount of your payment.
Can CardUp request additional documents after I have set up my payment?
Yes. While supporting documents may be provided during payment setup, additional verification may still be required after your payment has been created.
We may request additional or updated documents if:
additional information is needed to verify the purpose or details of your payment;
the documents provided do not contain sufficient information;
the information provided does not match your payment details;
the documents are outdated and more recent information is required;
we need to verify your relationship with the recipient; or
further verification is required under our applicable compliance requirements.
Successfully setting up a payment does not necessarily mean that all verification checks have been completed.
Why am I being asked to provide a document again?
Depending on the payment and verification required, we may need an updated document even if you have previously provided similar information.
For example, a more recent invoice, statement or agreement may be required to confirm that the payment amount, recipient, arrangement or other relevant information remains current.
For recurring payments, we may also request updated supporting documents from time to time where the underlying payment details or documents have changed or require re-verification.
Why am I being asked for additional documents if my previous payment was processed successfully?
Verification requirements may differ from one payment to another. Even if you have successfully completed a similar payment previously, we may still require additional or updated information for a new payment.
This may be because your payment details or supporting documents have changed, more recent information is required, or further verification is needed.
A previously completed payment does not automatically mean that future payments will not require additional verification.
What if I am making a payment on behalf of someone else?
Additional information or supporting documents may be required where the payment relates to another person or where the name on the supporting document differs from the CardUp account holder.
This may include documents that allow us to verify your relationship with the person named on the payment or supporting document.
Whether the payment can be supported will depend on the payment type and the information provided.
What if my supporting document is not accepted?
We may ask you to provide another or updated document if the document submitted:
is incomplete, unclear or unreadable;
does not contain sufficient information to verify the payment;
does not match the payment amount, recipient or other payment details;
is no longer current; or
does not meet the applicable verification requirements for the payment.
If further information is required, we'll contact you with details of what needs to be provided.
What happens to my payment while additional documents are being reviewed?
Your payment may be placed on hold while we complete the necessary verification.
If additional information is required, we'll contact you via your registered email address. Once the requested information has been received, we'll continue with the review.
Your payment will proceed once the required checks have been successfully completed. If we're unable to complete the verification, the payment may not be processed.
Will additional verification affect my payment date?
It may. If additional information or documents are required, your payment may remain on hold until the necessary verification has been completed.
We recommend setting up your payment and submitting the required supporting documents as early as possible, particularly where your recipient has a specific payment due date.
Please note that we may not be able to guarantee your original payment date where outstanding information or verification is required.
What happens if I don't provide the requested documents?
If the requested information or documents are not provided, we may be unable to complete the necessary verification or process your payment.
Depending on the payment status, your payment may remain on hold or may not proceed.
How can I help avoid delays to my payment?
When setting up your payment:
provide all supporting documents requested for your payment type;
ensure your documents are complete, clear and readable;
ensure the payment amount and recipient details match your supporting documents;
provide the latest available documents where applicable;
respond promptly if we contact you for additional information; and
set up your payment early enough to allow sufficient time for any additional verification before your intended payment due date.