Stripe, our payment provider, is legally required to verify the identity of each organization receiving funds (KYC regulation). When information is missing or unrecognized, payouts are suspended. Your sales, however, continue normally and your money remains safe in your PassPass balance.
Find below the most common blockages, by symptom.
Where to see what's blocking? Go to Finances → Payout Methods then open your Stripe dashboard: missing elements are listed there. If in doubt, the email Stripe sent you contains a direct link to the required action.
“Your account is restricted” / “Restricted access”
This message means that a verification information is missing or expired, not that your account is sanctioned.
Log in via Finances → Payout Methods → Manage.
Open the section indicating the required information.
Complete each listed item (document, address, number...).
Submit: the review usually takes a few hours to 2 business days.
If the list of required information is empty but the message persists, contact our support: some blockages need to be lifted on the Stripe side.
I received an email “ [Action required]”
This email is legitimate and important: Stripe asks you to complete information before a deadline, otherwise payouts are suspended. Follow the link in the email (or go through your dashboard) and complete the request.
Doubt the authenticity of an email? Do not click on anything and go directly through Finances → Payout Methods in PassPass: if an action is really required, it will be visible there.
My ID document or statutes are rejected
The most common reasons for rejection:
Unreadable photo: reflections, cropped document, low resolution. Take a new photo flat, in full light, with all 4 corners visible.
Unofficial document: for an ASBL, a PDF of internal statutes is not enough. Submit the publication to the Belgian Official Gazette or a BCE extract.
Name inconsistency: the name on the document must match exactly the one provided in the account.
Expired document.
Verification of owners fails
For companies and ASBL, Stripe asks to confirm the beneficial owners and directors. If you get an error when confirming:
Ensure each listed person has all fields completed (date of birth, full address, role).
Remove duplicate people or those no longer part of the organization.
Then confirm the list via the provided button, then submit.
If the error persists, contact our support with a screenshot: we escalate directly to Stripe.
“Almost finished” that never completes
Stripe indicates that your account is “almost ready” but nothing is unlocking? There is usually one of the following elements remaining:
The Stripe terms of service to accept (a discreet box at the bottom of your Stripe dashboard)
An unconfirmed IBAN
A document submitted but still under review (allow up to 48h)
I click on “Complete onboarding” but return to the same screen
If the Stripe process redirects you to PassPass without any changes (loop), it's almost always because an element was modified along the way (legal status, email, company number) and the file needs to be manually reconciled. Contact our support: we reset the connection properly, without loss of your balance.
My payouts are on hold but everything seems validated
Two separate verifications must be green:
The PassPass validation of your organization (usually within 24 to 48h after your registration)
The Stripe verification of your identity
An account can display “approved” on one side and remain pending on the other. The complete status is visible in Finances → Payout Methods. If a payout date is pushed back without explanation, it's a sign that a Stripe verification is still ongoing.
What our support can do (and cannot do)
We can: see the exact status of your verification, tell you precisely what's blocking, reset your connection (wrong country, wrong status, email change), escalate a case to Stripe.
We cannot: approve a case on behalf of Stripe or bypass a KYC requirement. These legal obligations apply to all payment providers.
During any blockage, your money is safe. Sales continue, funds accumulate in your balance and are fully paid out once the blockage is lifted.