If you've received a notification from us or seen a prompt on your dashboard, Stripe — the service that powers invoicing and payments on It's Complicated — requires some additional information to verify your invoicing account. This article explains what's happening, what you may need to provide, and how to complete the process.
Why is this happening?
Stripe regularly reviews and updates its verification requirements to comply with financial regulations, reduce fraud, and ensure that businesses using its platform remain compliant. As a result, Stripe may periodically request additional information from practitioners who receive payments through It's Complicated.
What does this mean for me?
There are three stages you may be notified about:
1. Upcoming requirements Stripe has identified that your account will need to provide additional information in the near future. No action is required right now, but we recommend completing the verification early to avoid any disruption to your payments.
You may receive an email that looks like this:
You will also see a notification card on your dashboard home screen:
2. Action required Stripe now requires additional information to keep your account active. If this isn't completed by your deadline, your ability to receive payments may be temporarily paused until verification is complete.
You may receive an email that looks like this:
You will also see an urgent notification card on your dashboard home screen:
3. Account restricted If the required information hasn't been provided by your deadline, your account may be temporarily restricted. You will receive an email notifying you of this:
Once you complete the verification, your account will be reactivated.
What might I be asked to provide?
Stripe will first attempt to verify your details automatically using the information already on your account — so you may not need to do anything at all.
If additional verification is needed, Stripe may ask for one or more of the following:
- Identity verification — a government-issued photo ID such as a passport or driver's licence. A national ID number may also be requested in supported countries.
- Address verification — proof of your home address, such as a utility bill or bank statement issued within the last 6 months
- Business information — confirmation of your company name, address, and registration number, if your account is registered as a company
- Ownership or director verification — if your account is registered as a company, Stripe may need to verify the relationship between the business and its owners or directors
Accepted documents vary by country. You can find the full list for your country here:
How do I complete the verification?
The quickest way to get started is to click the "Complete Now" or "Provide information" button on the notification card on your dashboard home screen. This will take you directly to the verification flow.
Alternatively, you can navigate there manually:
- Log in to your It's Complicated dashboard
- Go to the Billing section
- Click on Settings
- Under Account Information, click "Edit on Stripe"
- Follow the steps in Stripe's secure verification flow
The process typically takes just a few minutes.
Uploading documents — best practices
If Stripe is unable to verify your details automatically, you may be asked to upload supporting documents. Following these guidelines carefully will help avoid delays or rejections.
General requirements
- Document information must match your Stripe account details (name, address, or company name)
- Include all pages — documents must not be cropped or missing pages, and all borders must be visible
- Signatures must be clearly visible where required
- Documents must not be expired
- Do not send documents by email — Stripe can only accept documents uploaded through the verification flow
Identity documents (e.g. passport, driver's licence, national ID)
- Must be in JPG or PNG format
- Must be in colour
- Must include both sides where the back contains required information
- If your country of residence differs from your account country, a passport is required
Address and legal entity documents (e.g. utility bill, bank statement, company registration)
- Must be in JPG, PNG, or PDF format
- PDFs must be taken directly from the original document — not converted, processed, or embedded in other files
- Scans of paper documents (non-photo IDs) may be black and white
Why might my document be rejected?
Common reasons for rejection include:
- Expired document
- Name on the document doesn't match your Stripe account
- Screenshot submitted instead of an original scan or photo
- Document is cropped, incomplete, or missing pages
- Poor image quality or unreadable text
- Wrong file format
- Missing back side of a double-sided ID
- Black and white photo ID (must be in colour)
If your document is rejected, review the reason shown in Stripe's flow, correct the issue, and re-upload. If you're still having trouble, contact Stripe support.
I'm based in the Netherlands — is there anything specific I need to know?
Yes. In addition to the standard verification requirements, Netherlands-based accounts have two extra requirements driven by Dutch financial regulations.
1. Business type update If your Stripe invoicing account is currently registered as an individual, you will need to update it to a sole proprietorship (eenmanszaak) structure. In the Netherlands, even individual freelancers are legally required to register as a business — this change brings your Stripe account into line with that requirement.
2. KvK number All Netherlands-based accounts must provide a KvK number — your Chamber of Commerce (Kamer van Koophandel) registration number. This is a unique 8-digit number assigned to your business when you register with the KvK.
You can find your KvK number:
- On your Chamber of Commerce registration certificate (uittreksel Kamer van Koophandel)
- Via the KvK online register at kvk.nl
Both of these updates are completed through the Stripe verification flow — follow the steps in the "How do I complete the verification?" section above to get started.
Still have questions?
If you're unsure what's required or need help completing the process, get in touch with our support team at support@complicated.life and we'll be happy to help.