Fixing Identity Document Issues

When you create a Business Identity or a Personal Identity, CommPeak checks every document as soon as you upload it. A green check mark on the file means the document passed. If the file shows a warning instead, find it below and follow the steps to fix it.

Common causes:

• The company name or registration number differs from what you entered
• The utility bill is older than six months
• The ID has expired
• The name or address differs from what you entered
• The document belongs to another company or person.

A warning does not stop you from continuing or submitting the identity.

You can continue to the next step while a check runs, and you can still submit an identity with a flagged document. CommPeak then checks that document during review.

Details don't match

The file is marked Details don't match, and a warning below it lists each detail that differs from what you entered, for example the name or the address. The same warning appears when a file is not the document the field asks for. In that case, its first line reads, for example, This does not look like a utility bill.

To fix it, do one of the following:

• Correct the details you entered so they match the document exactly.
• Click the delete icon on the file and upload the right document.
• If your details are correct, click My details are correct.

When you confirm your details, the warning changes to Thanks – you confirmed your details are correct, and the file is marked Confirmed by you.

Company details on the certificate differ

If the company name or registration number on your certificate of incorporation differs from what you entered, the Verify Your Company Information pop-up window opens and shows both versions.

To choose which details to keep:

1. For each detail, select Entered by you or On your certificate.
2. Click Use document details to update your details to match the certificate, or Keep what I entered to keep your own.

To upload a different certificate instead, click Add another file.

Document rejected

The file is marked Document rejected when it is not the requested document, for example a blank page, an unrelated photo, or a utility bill uploaded as an ID. CommPeak does not save a rejected file.

To fix it:

1. Click the remove icon on the file.
2. Upload the requested document in the same field.

Unsupported file type

The file is marked Unsupported type · use JPG, PNG, PDF when it is in another format, for example .docx. Files larger than 10 MB are not accepted either.

To fix it:

1. Click the remove icon on the file.
2. Save the document as a .pdf, .jpg, or .png file of up to 10 MB and upload it again.

Documents checked again after you change details

If you change your details after a document was checked, CommPeak checks the related documents again when you click Continue. Check the files for a new warning before you move on.

Files that need attention

If you continue while a document still has a warning, a banner at the top of the wizard names each file that needs attention. On the Review & submit step, these files are marked Flagged for review.

To fix a flagged file:

1. In the banner, click Fix it next to the file.
2. Fix the issue as described in the sections above.

If you need help, contact the CommPeak support team.