Your Stripe verification is still pending? You may have received an email about it or the yellow banner in your Smartboard dashboard just won’t go away.
Here’s a breakdown of the most common reasons and how to fix them.
⚠️ Stripe verification is mandatory for all organizers, regardless of your business type or the kind of event (free or paid). Stripe requires this step to confirm your identity or your organization's legal status before you can sell tickets on Shotgun 👉 For more details, see Connect your Shotgun account to Stripe.
In this article
Common reasons for verification refusal
To update or complete your verification, click on Add information from the yellow banner on your Smartboard homepage.
If Stripe rejects your verification, it’s usually due to one of the following issues:
1. Documents aren’t accepted
| Issue | How to fix it |
|---|---|
| Document is expired |
Personal ID : Upload a valid, unexpired ID. Business document & Proof of address : Must be issued within the last 3 months. |
| Document isn’t recognized as official | Make sure your document is official and matches the selected category. ✅ Must be in color, and clearly readable ❌ Avoid screenshots, cropped, expired, or scanned documents. Business docs & Proof of address: Use official files (PDFs downloaded directly from the issuing authority) |
| Information doesn’t match what you entered |
Personal ID: Double-check spelling, full name, and birthdate in the representative info step. Business document: Make sure your legal name, address, and EIN match what you entered in business info. Proof of address: Check that name and address match what you entered in representative info. |
⚠️ If you see “The maximum number of attempts has been reached”, please contact Shotgun Support and include :
- The name and email of your organizer account
- The document you are trying to upload
2. Issues with the information you entered
| Issue | How to fix it |
|---|---|
| Website is missing or invalid | If you don’t have a separate website, you can use your Shotgun Organizer page. ✅ Make sure the URL leads to an active, public page that clearly presents your events or organization. |
| I can’t enter my address | Stripe requires both the legal representative and business to be based in the same country selected during onboarding. ✅ Check that the country you selected when starting verification matches your legal registration. ⚠️ If the legal representative or business is domiciled in another country, contact Shotgun Support. |
| I selected the wrong business type (Company, Nonprofit, Individual) | You can return to any step using the dropdown menu at the top of the page to fix the selection. |
What to do if your verification remains pending
💡 Stripe verification is usually completed within a few minutes to a few hours.
If your verification:
- stays pending for more than 48 hours, or
- gets rejected even after following these steps,
Please contact Shotgun Support and include :
- The
nameandemailof your organizer account - The document you are trying to upload (if relevant)
- Any message or reason provided by Stripe (if visible)
Our team will review your case with Stripe and guide you through the next steps.
