WALLET: Troubleshooting

I'm having problems setting up my wallet and my documents aren't being accepted

Updated over a week ago

How do I set up my funding wallet?

It is important when setting up your wallet to answer the questions correctly about your organisation so that you end up with the correct wallet type. If you choose the wrong entity we will need to reset your wallet, you are unable to do this yourself, so please select your answers carefully.

BUSINESS WALLET

Set up as a Business wallet if you are a

  • Limited Company

  • Registered charity or entity WITH a Companies House registration

  • CIC - Community Interest Company

  • Community Benefit Society or Co-operative registered with the FCA (special guidance here)

Please note if your Companies House listing says 'Refer to the Charity Commission' you are not registered as a business.

CHARITY WALLET

Set up as a Charity wallet if you are a

  • Registered Charity or organisation and you DO NOT have a Companies House registration

  • Registered CIO

  • Registered Charity with the OSCR or the Charity Commission for Northern Ireland

CONSTITUTED ORGANISATION WALLET

Set up as an Organisation wallet if you are a

SOLE TRADER WALLET

If you do not have a Companies House registration number and are registered as self-employed with HMRC, please select 'sole trader'. Click here for the document guidance. Please note very few partners accept sole traders so please check the funding criteria carefully.

INDIVIDUAL WALLET

Very few partners accept individuals so please check the funding criteria carefully before adding as an individual.

FAQ's

My documents keep failing, what can I do?

We cannot view your documents as they get sent directly to our payment provider. If your documents keep failing please fill in our contact form, attaching all the documents you are uploading and we can advise. We know what the document requirements are for each wallet type so we can check your documents and advise if you need anything different or make sure they are uploaded in the correct format for you.

Can you see why my documents have failed?

We can sometimes see more detailed error messages on our payment provider's portal but the best thing to do if your documents repeatedly fail is to stop uploading them and send them to us via our contact form: https://www.crowdfunder.co.uk/contact-us

Have I selected the right entity type?

Remember if you have a Companies House registration you must set it up as a business even if you are also registered as a Charity. If your Companies House records show you are externally registered with the Charity Commission then you need a charity wallet set up.

I've selected the wrong wallet type, can you help?

YES... Just send us an email and we can reset your wallet so you can start again.

My document will not upload.

The maximum size of your uploaded is 7MB so you may need to reduce your file size if your current file exceeds this. You can use this free compress tool if your files are too big to upload

How long does it take to be verified?

It can take one to two working days for your documents to be verified. If your documents are not accepted you will receive an email. Please log in to your wallet to find out why the documents failed.

When do I provide my bank details?

Once your documents have been verified by our payment provider, you will then be able to enter your bank details and upload a statement.

The details you enter in the bank section must match the bank document you upload. If it does not match the document will be rejected and you will be asked to try again.

Please check the following before uploading your statement.

  1. Name: In most cases, this will be the organisation/business name. The only exception to this are individual wallets or sole trader wallets that have registered their business in their personal name with HMRC

  2. Address: The address entered must match the postal address shown on the bank document.

  3. Sort Code: Check the details match

  4. Account number: Check the details match

The uploaded document must be a photo, scan or PDF download of an official bank document showing:

  • Account holder name

  • The account holder's address

  • Account number

  • Sort Code

  • We cannot accept screenshots

How long do I have to set up my wallet?

You have 3 months from the date your project closes to set up your wallet.

I have received funding from more than one partner fund do I need to set up multiple wallets?

The wallet is set up against your project so you will only need to set up one wallet even if you receive funds from different partners.

If you need any further assistance then please get in touch via our contact form: https://www.crowdfunder.co.uk/contact-us

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