Banking onboarding FAQ
Adyen Onboarding
Troubleshooting & FAQ
Support Knowledge Base • Driver Operations
This article covers the most common issues drivers experience during Adyen onboarding, including identity verification, bank account setup, and service agreement completion. Follow the steps below to resolve your issue quickly.
Section 1 — Identity Verification Issues
Why is my identity verification failing?
Adyen's automated identity check may fail for several reasons: a blurry document scan, mismatched name fields, or an unsupported ID type. If the automated flow does not complete successfully, you can verify your identity manually using the steps below.
How do I manually verify my identity?
If automatic verification is unsuccessful, complete manual verification by providing the following information directly:
- Phone number — mobile number associated with your account
- Email address — the email used to register
- Residential address — full current home address, including unit/apt number if applicable
- Date of birth — MM/DD/YYYY format
| 📋 Note All information entered must exactly match the details on your government-issued ID. Discrepancies will cause verification to fail again. |
Section 2 — Adding Your Personal Bank Account
Why can't I link my bank account through Plaid?
Some drivers experience errors or timeouts when attempting to link their bank account using Plaid. If you encounter any issues with Plaid, skip that option entirely and use the void check method instead — it is more reliable and works with all major banks.
| ⚠️ Do not use Plaid if you are experiencing connection errors. Proceed directly to uploading a void check as described below. |
How do I upload a void check to link my bank account?
Follow these steps to add your bank account using a void check:
- Log in to your mobile banking app (e.g., RBC, CIBC, TD Bank, etc.)
- Navigate to your checking account details or account documents section
- Look for an option labeled "Void Check," "Direct Deposit Form," or "Account & Routing Numbers"
- Download or screenshot the void check from your banking app
- Return to the Adyen onboarding screen and select the void check upload option
- Upload the void check image or PDF from your device
| ✅ Most major banking apps (RBC, CIBC, TD Bank, etc.) allow you to generate a void check directly from the app. Search for "void check" in your app's help section if you cannot locate it. |
Section 3 — Completing Your Onboarding
My account is set up — why is onboarding still showing as incomplete?
A commonly missed final step is signing the Service Agreement. Your Adyen onboarding will not be marked complete until this document has been signed. Even if your identity is verified and your bank account is linked, you must sign the agreement to activate your account.
How do I sign the Service Agreement?
- From your Adyen onboarding dashboard, scroll to the bottom of the checklist
- Click on "Service Agreement" or "Sign Agreement"
- Review the terms and conditions
- Click "Sign" or "I Agree" to complete your electronic signature
- You will receive a confirmation email once your onboarding is fully complete
| 📋 Note If you do not see the Service Agreement in your dashboard, try refreshing the page or logging out and back in. If the issue persists, contact driver support. |
Onboarding Completion Checklist
Use this checklist to confirm all steps are complete before contacting support:
- Identity verified (automated or manual entry)
- Bank account linked via void check upload (avoid Plaid if having issues)
- Service Agreement signed
- Confirmation email received
Still Need Help?
If you have completed all of the above steps and your onboarding is still not resolving, please reach out to Driver Support with the following information ready:
- A screenshot of the error message (if applicable)
- The specific step where you are stuck
| ✅ Response times are fastest via Ticketing. Response within 24 hours. |
Driver Support Knowledge Base • Last updated: March 2026 • Banking Onboarding FAQ