Why you’re here
As part of a routine check, we’re reviewing merchant details across our platform to ensure everything is up to date and compliant. One or more merchant accounts you’re associated with have missing or incorrect information that needs to be resolved.
How you access and update payment processing information depends on your role and permission:
Business managers can view all merchant account information across the entire business and all its locations.
Location managers can view and manage merchant accounts for their assigned location(s).
Staff members can only view and manage their own merchant account.
Are you a business manager?
Click the gear icon (⚙️) in your dashboard and select Payment Processing from the side menu. Look for any active merchant accounts flagged with an issue in the Account status column.
Are you a location manager?
Click the Manage tab in your dashboard and select Payment Processing from the side menu. Look for any active merchant accounts flagged with an issue in the Account status column.
Are you a staff member?
Go to My Settings then select Merchant from the three-dot menu. This will take you to the merchant account. Look for the banner on the merchant account that requires attention.
Once you've found the merchant account, follow the steps in the rest of this article to resolve the issue.
Error Group: Business-details mismatch
Errors you might see
“The organization was not found in the database”
“The tax ID number didn’t match the legal business name”
“The submitted organization type didn’t match the one on the registry”
Why this happens
The tax document on file is missing or doesn’t match official records.
How to fix it
Open the affected merchant account and choose Business Details.
In Summary, select Upload a Tax Document.
Upload a document that shows the exact legal business name, tax ID, and organization type on record with your government registry.
Error Group: Name and national ID number couldn’t be verified
Errors you might see
“The name and national ID number couldn’t be verified”
Why this happens
The individual’s name and government ID number don’t match.
How to fix it
Open Decision-makers and select the person flagged with an error.
In Summary, click Upload a Proof of National ID Number.
Upload a clear image or scan of the person’s passport, driver’s licence, or national ID card that shows the correct ID number.
Error Group: Name and date of birth or residence country couldn’t be verified
Errors you might see
“The name and date of birth couldn’t be verified”
“The name and the residence country couldn’t be verified”
Why this happens
The name, date of birth, or country doesn’t match official records.
How to fix it
Open Decision-makers and select the person flagged with an error.
In the Summary section, select Upload an ID Document.
Choose the issuing country, select the document type, and upload a clear image of the ID.
Error Group: An ID document is needed to verify the individual
Errors you might see
“An ID document is needed to verify the individual”
Why this happens
No valid government-issued ID has been submitted.
How to fix it
Open Decision-makers and select the person flagged with an error.
In the Summary section, select Upload an ID Document.
Choose Instant Verification and follow the steps to capture and submit the ID.
FAQ
Why do you need this information now?
Payment processor requirements are always evolving. We’re reaching out proactively to ensure your information is complete and accurate so you won’t face any interruptions with payouts or refunds. There will be no changes to your current rates or payout schedule.
Will this impact how or when I get paid?
No. Your payout schedule and rates stay the same. We just need to verify your information to keep payments running smoothly without interruptions.
Is this required for all of our locations?
Only locations with missing or outdated information will receive a request. Locations already up to date will not be contacted.
Why didn’t you collect this information earlier?
Payment processor requirements change over time. This proactive check helps avoid future disruptions.
Why am I being asked again if I already submitted information?
We may need updated or additional details where information is incomplete or out of date.
Will chargeback fees change?
No. Boulevard sets the fee and it remains the same.
Will daily and monthly activity reports change?
No changes are planned. Reports will continue as usual.
What time should I expect deposits?
Deposits usually appear in the morning. Exact timing depends on your bank.
What if I don’t provide the requested information?
You will receive reminders. Failure to provide information could result in payout holds and loss of payment processing.