One reason that you get the above error message can be due to the address is not being registered by the system correctly or the house number/name is missing.
You can resolve this issue by going into the clients account section.
Then going into the contact details.
Scroll down to the address section and select to enter the address manually.
For cases where all (from house number down) are complete you can scroll down and select to continue.
In some cases the address many be missing the house number/name like in the below case
In these instances you can move the Company name into the house number.
Then scroll down and select continue
Other reasons may be-
- Clients full name is not present - Please ensure no initials are used and that the forename and surname are completed.
- Clients telephone number is missing and preferred contact method selected.- Please ensure this is filled in if they wish to use a telephone number and that the preferred contact method is selected.
You can then go back to the verification screens to try sending the KYC details again
If you encounter the same error please raise a ticket for us to investigate.