Verification stops when something you sent doesn't match, or when the review needs one more detail or a document. It doesn't mean your account is closed. Go to Settings, then Verification. The page shows "Action required" and lists what's missing under "Outstanding items", each with a button to fix it.
Where to look
- Sign in at app.cleo-pay.com as an admin. Only admins can see Verification.
- Click Settings, then Verification. The Fix button on the dashboard banner "We need a few more details to verify your business." goes to the same page.
- Read the list under "Outstanding items". Each row says what's needed and whether it's for the business or for a person.
- Click the button on each row and complete it.
When you've cleared everything, the page goes back to "Under review" and updates on its own when the review is done.
What each item asks for
| What the row says | Button | What to do |
|---|---|---|
| Document needed | Upload document | Upload a JPEG, JPG, PNG or PDF, up to 10MB. |
| Tax ID (EIN or SSN) | Update tax ID | Re-enter the nine-digit number with no dashes or spaces. |
| Information needed, for a person | Add details | Fill in what's missing for that owner or the Account Representative. |
| Annual revenue, business website and similar | Add details | Add the missing business detail. |
| Payout bank account | Add bank account | Add the bank account details. |
| Missing required information, on a person's card | Update | Opens that person's details so you can fix everything listed in one go. |
Some rows show a reason under the title. Read it first, because it says what the review found.
If a row only offers Contact support, it's something we have to fix on our side. Click it and an email to us opens with the item already in the subject line.
What to check before you resubmit
Your legal business name and tax ID (EIN or SSN) should be exactly as filed with the IRS. Compare them with your IRS paperwork letter by letter and digit by digit. For people, check the spelling of each name, the date of birth and the SSN.
If the page shows attempts remaining
Some accounts see "Verification wasn't successful. Review your legal name and tax ID, then resubmit." with a count of attempts left, out of 3. Check your legal name and tax ID against your IRS paperwork before you try again. After the third failed attempt, verification is paused and you'll need to email us.
If verification is paused
The page says "Verification is paused" and the status reads Suspended. You can't resubmit from the page. Email support@cleo-pay.com and we'll help you restore your account.
When to email support
Email support@cleo-pay.com if the page says "Verification is paused", if a row only offers Contact support, or if the same item comes back after you've fixed it. Include your business name, the name of the item on the Verification page and the reason shown under it.
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