If a document you uploaded was not accepted, it is usually for one of a few recurring reasons. Most of them are quick to fix. Here is what to check before you send the document again.
The document is not the current version
This comes up most often with Articles of Association. We need the latest version currently in force, including any amendments. An older filing downloaded from a company register shows how the company was set up at the time, not how it stands today.
The proof of address is not an accepted document or shows the wrong address
A proof of address has to show where the company actually operates from. Accepted documents are a rental agreement, a utility bill (gas, water, electricity or landline internet), an insurance policy, or an official government-issued residence registration document, dated within the last 3 months. Bank statements, corporate filings, registry extracts, standalone invoices and virtual office agreements are not accepted as proof of address. A registered office, virtual office or formation agent address is not enough on its own.
If your company works remotely and has no office, you can use the director’s personal proof of address (one of the documents listed above). Please confirm to our Support team in writing that the company operates remotely, for example by replying to our message, so we understand why the document is in a personal name.
The bank statement does not cover 6 months
We need a bank statement covering the last 6 months. If your company is newly incorporated and does not have a 6-month history yet, please provide a bank account confirmation letter together with a statement from the account opening date until today. See What documents can a newly incorporated company provide instead? If the form rejects the shorter statement, reply to our message or contact Support with the documents attached.
The document is not official
Paperwork needs to look official: signed and stamped where the laws of your country require it. Drafts, unsigned copies and documents exported without any issuer details are usually returned.
The photo or scan is unclear
The whole document must be visible and readable — all four corners, no cropped edges, no glare covering the text, and no fingers over the details. If an address or a date cannot be read, the document cannot be accepted.
The ID document is not one we can accept
For identity documents we accept an international passport or a national ID card. In line with Lithuanian law, we cannot accept a driver’s license or an internal passport. The document also has to be valid — not expired.
The form was not submitted
Uploading a file into the verification form is only half of it. The form has to be submitted at the end, otherwise your application does not return to the review queue and it will keep waiting. After replacing a document, scroll to the end of the form and press Submit.
The document went to the wrong place
Replacement documents belong in the verification form; extra documents we ask for later belong in Business settings. If you are not sure which applies, see Where do I upload my verification documents?
The wrong role was selected, or the Power of Attorney is missing
In the verification form, you are asked whether you are the director of the company or an agent acting on the company’s behalf. Please make sure the selected role matches your actual position:
- Director: choose this only if you are listed as a director of the company in the company documents. Your own ID must match the director’s details.
- Agent: choose this if you are not a director (for example, an employee, accountant or other representative). In this case, you also need to upload a Power of Attorney signed by the director, confirming that you are authorised to complete the verification on the company’s behalf.
If you selected the wrong role, or chose agent without uploading a Power of Attorney, the application will be returned. Correct the role or add the Power of Attorney, then submit the form again.
Still not sure why?
Every rejection comes with a reason from our Compliance team. If the reason is not clear, or if the document we asked for does not exist in your country or for your type of business, reply to our message — we can often accept an alternative.