Open navigation

My business account verification is rejected after I started accepting payments. What should I do?

If your business account verification was rejected due to incomplete documents or invalid data, DOKU will not be able to process your settlement funds in order to comply with the Anti-Money Laundering and Countering the Financing of Terrorism (AML/CTF) rules. 

DOKU will continue to hold your settlement funds until you are able to submit all the required documents and data. Please refer to this article to avoid your business account verification getting rejected.

If you fail to provide all the requirements that was requested by our team, you may choose to refund the transactions that have occurred to the customers by submitting a ticket to DOKU Care or sending an email to Please be sure to provide the following details:

  • Your Brand ID
  • Invoice Number
  • Transaction Date
  • Transaction Amount
  • Customer's Bank Account
  • Amount to be Refunded (Full/Partial)

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.