For fraud prevention reasons, Swan may ask for supporting documents during onboarding or after you make a transaction.
If you received a text message that your supporting documents were refused, it means that they didn’t meet the required criteria. This article explains the reasons why a document may be refused and how to avoid them.
Document refusal reasons
| Refusal reason | Explanation |
|---|---|
| Company name mismatch | The company name in the document submitted doesn't match Swan's records. |
| Expired document | Documents must have been issued within the last three months. |
| Invalid address | The address in the document submitted doesn't match Swan's records. |
| Invalid document | The document submitted isn't valid or in an accepted format. |
| Invalid or missing data | The shareholder's name in the document submitted is invalid, missing, or not clearly visible. |
| Unacceptable document | The document submitted doesn't match the requested document type. |
| Provider color identity document required | The document was submitted in black and white. Only color identity documents are accepted. |
| Missing signature | The document submitted was not signed. |
| Bad document quality | The quality of the document submitted is too low. All document content must be clear and legible. |
| Full document required | Only a portion of the document has been submitted. The entire document must be submitted. |
| Missing description | More information is needed to understand the nature of this transaction. |
| Inconsistent transaction document | The information in the document submitted doesn't match this specific transaction. |
| Transaction name mismatch | The issuer or beneficiary name in the document submitted doesn't match the transaction details. |
| Transaction date mismatch | The date in the document submitted doesn't match the transaction details. |
| Transaction amount mismatch | The transaction amount in the document submitted doesn't match the transaction details. |
| IBAN mismatch | The beneficiary IBAN in the document submitted doesn't match the transaction details. |
Tips for avoiding document refusal
To avoid document refusal, make sure the supporting documents you submit:
- Are valid and up to date
- Are complete, with no missing information
- Match the information in Swan’s records such as names, addresses, dates, and amounts
- Match the requested document type
- Are fully visible, easy to read, and in color if required
- Are signed or dated if needed
Tip
Read these articles on company account onboarding and transaction verification supporting document requirements to understand the document criteria.
If you have further questions, submit a request to Swan Support.