If your bank account shows Needs Verification or Rejected in your payout settings, payouts are on hold until the issue is resolved. This article explains what each status means, what caused it, and what to do next.
If you haven't started verification yet, see Verify Your Bank Account for Hospitable Payouts first. This article is for accounts where verification has already been attempted and failed.
Understanding Verification Statuses
After adding a bank account, your payout method will show one of the following statuses in Settings → Payments & Payouts:
Status | What it means | Action needed |
Active | Fully verified. Payouts will be sent normally. | None. |
Pending | Verification is in progress. Adyen is running checks — this is normal after adding a new account. | Wait up to 3 business days. If still pending after that, contact support. |
Needs Verification | Verification failed. Something in your submission needs to be corrected and resubmitted. | Check your email for a notification, then go to Settings → Payments & Payouts and click Verify to resubmit. |
Rejected | The payout method has been permanently blocked by the payment processor. Re-verifying the same account will not resolve this. | Contact Hospitable Support. You may need to remove this account and add a new one. |
When a bank account shows Needs Verification or Rejected, Hospitable sends a notification email to the account holder. Check your inbox (including spam) for details about what needs to be resolved.
Common Reasons Verification Fails
Name mismatch
The name on your submitted document must exactly match the account holder name you entered in Hospitable. This is the most common reason verification fails.
Fix: Go to Settings → Payments & Payouts, click ••• → Verify payout method, and resubmit with a document where the name exactly matches — including any legal middle names or business name formatting.
Document rejected
The document you uploaded did not meet the requirements for manual verification.
Common causes:
Document is older than 12 months
Document doesn't include bank branding (e.g. a plain transaction export)
File is too large (max 4 MB) or in an unsupported format (only JPG, JPEG, PNG, or PDF)
Document is cropped, blurry, or partially obscured
Screenshot shows a mobile banking app that doesn't display full account details
Fix: Resubmit with a bank statement, official bank letter, or deposit slip dated within the last 12 months. Make sure it clearly shows your full name, account number, and bank branding.
Country or currency mismatch
For Direct Premium, payouts are processed through Adyen. The country of your legal entity must match the country of the bank account you're adding. If they don't match, verification will fail.
Example: A US-registered entity trying to add a UK bank account, or a UK entity adding a USD account.
Fix: Add a bank account that matches the country of your legal entity, or contact Hospitable Support if your situation is more complex.
Direct Premium supports bank accounts in: United States (incl. Puerto Rico and US Virgin Islands), United Kingdom (incl. Jersey and Isle of Man), and Australia. If your bank is outside these regions, you cannot use Direct Premium — see Set Up a Bank Account for Direct Bookings for Direct Basic as an alternative.
Incomplete KYC submission (businesses)
For business accounts, Adyen requires identity information for three roles: a signatory, a controller, and an owner (anyone with 25%+ ownership). If any of these are missing or have incorrect information, verification will fail.
Fix: Return to Settings → Payments & Payouts, click ••• → Verify payout method, and review each role section. One person can fulfil multiple roles. Make sure all required fields are complete and names match government-issued documents.
Wrong business type selected during setup
When setting up a business payout method, you're asked to choose a legal entity type — such as Sole Trader, Partnership, or Company. If the type selected doesn't match your actual registered business structure, verification will fail and no amount of document resubmission will resolve it. The root cause is the entity type itself.
Common examples:
An LLC registered as a Partnership instead of a Company
A sole operator registered as a Business entity instead of Individual
A trust or corporate structure that doesn't map to any of the available entity types
How to identify this: If you've resubmitted correct documents multiple times and the account remains at Needs Verification, check the entity type in your onboarding settings. Go to Settings → Payments & Payouts, click ••• → Verify payout method, and look for a "Your business setup" section. If the type shown doesn't match your actual business registration, that's the cause.
Fix: Click the pencil icon next to "Your business setup" to edit the entity type. Select the correct type (e.g. Company for an LLC). When prompted with "Change your business setup?", confirm by selecting Yes, Change. Then complete the updated information in the form and resubmit.
Changing your entity type resets your verification submission. You'll need to re-enter your business details and re-upload any required documents for the new entity type.
If the entity type field doesn't save when you try to change it — or reverts back after clicking Continue — contact Hospitable Support. This is a known issue that requires backend intervention to correct the entity type on the payment processor's side.
Identity verification (IDV) check failed
In some cases, Adyen runs additional identity checks on the account holder or business principals. These can fail if:
The provided date of birth or address doesn't match public records
A US SSN (last 4 digits) was entered incorrectly
The legal business name doesn't match registration records
Adyen requires additional documentation not yet submitted
Fix: Review all personal and business details carefully and resubmit. If the status moves to Rejected after resubmission, contact Hospitable Support — manual intervention is required.
Plaid connection failed (instant verification)
If you're using Plaid for instant verification and it fails or gets stuck, this does not automatically set your account to Needs Verification — but it does prevent verification from completing.
Fix: Switch to manual verification instead of retrying Plaid. On the verification screen, select Manual Verification and upload a supported bank document. Manual verification takes 1–2 business days but is more reliable when Plaid is unavailable or your bank isn't supported.
Hospitable does not use micro-deposits to verify accounts. If Plaid fails, manual document upload is the correct fallback — not waiting for test deposits.
How to Resubmit Verification
Go to Settings → Payments & Payouts
Find the bank account showing Needs Verification
Click ••• → Verify payout method
Review the pre-filled information and correct anything that looks wrong
Upload a new document if prompted (see requirements below)
Submit the form
Verification links expire after approximately 20 minutes. If the session times out, return to Settings → Payments & Payouts and start the verification again.
Accepted document types:
Bank statement (dated within the last 12 months)
Deposit slip
Official bank letter or email on bank letterhead
Screenshot of online banking (must show full account details and bank branding)
File requirements: JPG, JPEG, PNG, or PDF — maximum 4 MB.
What Happens to Your Payouts While Verification Is Incomplete
Your funds are not lost. Payouts are held in your Hospitable account until verification is successfully completed.
You can still accept bookings while verification is pending
Payouts for those bookings will be queued and released automatically once your account is verified
No action is needed from you on individual payouts — they will process automatically after verification
If you have active bookings with pending payouts and your account moves to Rejected, contact Hospitable Support as soon as possible to resolve the situation before payouts are permanently affected.
When to Contact Support
Contact Hospitable Support if:
Your account has been in Pending status for more than 3 business days
Your account shows Rejected after resubmitting
You've corrected your details and resubmitted but the account still shows Needs Verification after 2 business days
You believe the failure is caused by a country or entity type limitation (e.g. Trust ownership, corporate structure)
You need to understand which specific check failed and what document to provide
When contacting support, include:
The name on your payout method
The current verification status shown in your settings
Any error message or notification email you received
Whether the account is Individual or Business