Expensify is required to verify the identity of the individual who is connecting a business bank account. Below are common errors and how to resolve them.

Identity Verification (Onfido) Errors

Generic error while uploading your ID

If you get a generic error message while uploading your ID, try the following steps:

1. Ensure you are using either Safari (on iPhone) or Chrome (on Android) as your web browser.
2. Check your browser’s permissions to make sure that the camera and microphone settings are set to “Allow”.
3. Clear your web cache for Safari (on iPhone) or Chrome (on Android).
4. If using a corporate Wi-Fi network, confirm that your corporate firewall isn’t blocking the website.
5. Make sure no other apps are overlapping your screen, such as the Facebook Messenger bubble, while recording the video.
6. On iPhone, if using iOS version 15 or later, disable the Hide IP address feature in Safari.
7. If possible, try these steps on another device.
8. If you have another phone available, try to follow these steps on that device.

If the issue persists, please contact your Account Manager or Concierge for further troubleshooting assistance.

Identity verification failed or was not accepted

If Onfido could not verify your identity:

1. Make sure the photo of your ID is clear, well-lit, and shows all four corners of the document.
2. Use a valid, non-expired government-issued photo ID (passport, driver’s license, or national ID card).
3. Ensure your selfie or video matches the photo on the ID.
4. Try again in a well-lit area and hold the camera steady.
5. If you continue to receive errors, try a different device or browser.

If verification fails after multiple attempts, contact Concierge. An agent can review your case and advise on next steps, which may include submitting documentation manually.

Beneficial Owner Documentation

Who qualifies as a beneficial owner?

A beneficial owner is any individual who owns 25% or more of the business. Only individuals should be listed – do not enter other companies or entities, even if they are partial owners.

What documentation is required?

When adding beneficial owners, you may be asked to provide:

• Full legal name, date of birth, and Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) for each beneficial owner
• Residential address (not a P.O. Box) for each beneficial owner

If Expensify cannot verify a beneficial owner automatically, Concierge may request additional documentation, such as a copy of a government-issued ID.

Industry Restriction Errors

Expensify cannot process payments for certain industries due to regulatory requirements. If you receive an error indicating that your business type is not supported, it means your industry falls outside of what Expensify can service for payments.

For a full list of restricted industries, see the Expensify Classic troubleshooting guide.

If you believe the restriction was applied in error, contact Concierge with details about your business.

Additional Documentation Review

What does “additional documentation review” mean?

If automatic verification cannot be completed, Expensify may require a manual review of supporting documents. This typically happens when:

• The information provided does not match public records
• The business is newly formed and has limited public data
• Additional verification is needed for compliance reasons

What to expect

• Concierge will message you with specific instructions on which documents to provide.
• Common documents include: a bank statement, a business license, articles of incorporation, or an EIN confirmation letter.
• Reviews are typically completed within 1-3 business days after all requested documents are submitted.
• You will receive a message from Concierge when the review is complete.

If your review is taking longer than expected, contact Concierge for a status update.