Helping a Client Who's Stuck During Account Verification

For agents: Employer Account Setup / Dwolla verification is where onboarding most often stalls. Use this triage before escalating.

Statuses you'll hear about

• Verification Needed — not verified yet
• Information Required / Retry — details need correction (often SSN, address, or ownership info)
• Documents Required — upload identity or business docs (driver’s license/passport, business docs, proof of address, etc.)
• Verification Complete — clear to proceed toward funding/reimbursements
• Suspended / Deactivated — needs StretchDollar support; don’t ask the Admin to “just retry” blindly

Common fixes

Address flagged (PO Box / virtual / registered-agent mailbox): Have the Admin update to a real physical street address. If the business has no commercial location, a residential street address is often OK. Upload proof of address if the portal asks. See Business Address vs. Mailing Address.

Identity / beneficial owners incomplete: Confirm every 25%+ owner is listed and certified. If the portal asks for ID, upload a clear driver’s license or passport photo (not a blurry PDF scan). See Why Your Client's Admin Is Asked for SSN….

Still stuck after those checks: Email support@stretchdollar.com with the employer name and what status the Admin sees — document review can take 1–2 business days, and some cases need a manual look.