I Completed the Gateway Application, but it won't Connect

Modified on Tue, 04 Jun 2024 at 01:06 PM

Does the Payments AI gateway show as "not connected" even though you completed the application? If you see the following message in your dashboard, please keep reading for troubleshooting steps.



I completed the Gateway Application, but it won't Connect

From the red notification box, go to the link "click here" which will open the onboarding form. In the example below, at first glance, everything appears to be verified and signed however, there are some personal details that need to be filled out within the Decision-makers area. Click "add" to open this section.


If there are no Decision-makers listed, please add one and ensure that the boxes are ticked for owner, signatory, controlling person and director.

If you see your name there but it does not say verified, click on your name, ensure all boxes are ticked and complete all parts of the form as shown below:



Once this area is successfully completed there will be a green verified label to the far right of your name.


IMPORTANT NOTE: All decision-makers listed on that page must be verified to successfully complete the application and all roles must be assigned. If there is more than one person shown in this section, both must be verified. If there is someone listed there that should not be, please use the trash can icon to remove that record and get connected.


If you have any questions or run into any issues, you can reach out to support for further assistance at support@payments.ai


If you have any additional questions, please contact our Support Team by clicking the support widget in the bottom right corner of this page or email us at support@payments.ai.


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