Hey @Shreya, in Production, we are trying to create a verified and certified Dwolla account, but we encountered unexpected behavior. The Dwolla account is still in ‘document’ status, even though the document we submitted has been accepted by Dwolla. When we try to resubmit the document, it gives an error stating that the document already exists. My client confirmed that the document is perfectly valid, so why isn’t it being approved? Why isn’t Dwolla updating the customer status from ‘document’ to ‘verified’? Is there anything we might have missed? Could you look into this? Currently, there is only one customer in our Dwolla dashboard.
Hi @Mayank, I looked at the Customer account and the notes we have on it. I do see that the document has been reviewed, but it appears the account has been put back into “retry” status for correction and re-submitting of the Customer’s data.
The address provided for the business leads to a PO Box. PO Box addresses are not accepted by Dwolla for account verification. A physical address where the business is conducted is required. The account has been placed in retry so that the PO Box address can be removed and replaced with a physical address. If this is a remote business, the Controller or a Beneficial Owner’s address is acceptable to use as the business address.
Hope this helps. Please instruct the Customer to re-submit their data with a physical address for the Business and the full SSN for the Controller, as is required in a retry flow.
Let me know if you have any questions!