If you are trying to add, update, or remove your bank account and running into problems, this article covers the most common issues.
Before you start troubleshooting
- Have you completed identity verification?
- Do you have your bank details ready: account number, routing code or sort code or IBAN, SWIFT/BIC, and your bank's address?
- Is your country supported for payouts?
Common errors and how to fix them
| Error | Description | Solution |
|---|---|---|
| "Bank account already exists" | You already have an active bank account on file. Only one bank account is allowed at a time. | Delete the existing bank account first, then add the new one. |
| "Existing bank account must be removed to update withdrawal information" | You are trying to change your withdrawal method or key details while your current bank account is still active. | Remove the current bank account, then add the new one. |
| "Bank account has processing withdrawals" | You cannot delete or significantly change a bank account while a withdrawal to that account is still in progress. | Wait for the pending withdrawal to complete, then try again. |
| "Bank name is required." / "Bank address is required." / "Bank city is required." / "Bank state is required." | Required bank detail fields are blank. | Fill in every required field. You can find your bank's address on their website or on any bank statement. |
| "Routing Number must be 9 digits." | US routing numbers are always exactly 9 digits. | Find your routing number on a cheque or in your bank's app. It is different from the SWIFT/BIC code. |
| "ACH must be 9 digits" | Same as routing number. ACH is the US banking system and is always 9 digits. | Enter the 9-digit ACH number from your cheque or US bank statement. |
| "Sort code must be in the format XX-XX-XX." | UK sort codes are 6 digits, formatted with two hyphens. | Enter with hyphens, for example "12-34-56". |
| "Account number must be between 6 and 18 digits" | Your account number has too few or too many digits. | Check your bank statement for the correct account number. |
| "Bank account branch number must contain only 5 digits" | Branch numbers (where applicable to your country) must be exactly 5 digits. | Check your bank statement for the correct branch number. |
| "SWIFT/BIC code must be between 8 and 11 characters, with the initial 6 being uppercase letters" | The SWIFT/BIC you entered has the wrong format. | SWIFT/BIC codes are 8 or 11 characters, all uppercase and numbers. You can find yours on your bank's website. |
| "IBAN is invalid." / "Invalid IBAN." | The IBAN failed the validation check. | Copy the IBAN directly from your online banking to avoid transcription errors. |
| "Invalid Bank Account Type." | You selected an invalid account type. | Re-select from the dropdown. Common options are Checking, Savings, and Business. |
| "Currency is required." | You did not choose a currency for the account. | Select the currency from the dropdown that matches your bank account. |
| "This currency is not supported in the specified country." | The country and currency combination you chose is not supported. For example, USD cannot be sent to a standard UK bank account. | Choose a supported currency for your country, or set up a bank account in your local currency. |
| "Beneficiary full name must have at least first and last name" | The beneficiary name must contain at least a first name and surname separated by a space. | Enter your legal name as it appears on your bank account. |
| "Account holder address is required." / "Account holder city is required." | Your personal address (not the bank's address) is missing. | Fill in your personal address as the account holder. |
| "Account holder address is invalid." / "Account holder city is invalid." | The address or city contains characters or formatting our system cannot accept. | Remove any special characters. Enter your address as it appears on your ID or bank statement. |
| "Invalid SSN or EIN." | US tax ID format is incorrect. | SSN format: 9 digits or XXX-XX-XXXX. EIN format: 9 digits or XX-XXXXXXX. |
| "EIN must contain only 9 digits or be the following format: XX-XXXXXXX" | Same as above. | Re-enter your EIN in one of the accepted formats. |
| "Social security number must contain only 9 digits or be the following format: XXX-XX-XXXX" | Same as above. | Re-enter your SSN in one of the accepted formats. |
| "Country is forbidden" / "We do not currently support payouts in your region. Please contact support for more information." | Your country is not supported for payouts. | Contact support to check if any alternative is available. |
| "Cannot create individual account" | There is a mismatch between your user type and the account type you are trying to create. | Contact support. |
| "Missing withdrawal account details" | One or more steps of the withdrawal account setup are incomplete. | Return to the setup flow and complete every step: beneficiary info, address, and bank details. |
What is the difference between my personal address and the bank's address?
Your personal address is your home address as the account holder. The bank's address is the physical address of the branch where you hold your account, or the head office if you are unsure. Both are required by our payout provider.
Why do you need my SSN or EIN?
US tax law requires us to report payouts to the IRS. Your SSN or EIN is used for tax reporting. It is stored securely and only used for this purpose.
I keep failing the SSN or EIN check
To prevent fraud, we limit how many times you can enter a tax ID. If you have failed several attempts, your account may be temporarily blocked from further validation. Contact support if this happens. Do not keep retrying.
Is my bank information secure?
Yes. Bank details are stored encrypted and are only accessible to our payout processing systems.
How often can I change my bank account?
There is no fixed limit, but each change must be made while no withdrawals are in progress. Frequent changes to key fields (for example, the account holder name or country) may result in extra verification checks before your next withdrawal.
What if my country is not in the dropdown?
If your country does not appear when setting up a bank account, it is not currently supported for payouts. Contact support to ask about alternatives such as MassPay wallet, where available.