Troubleshooting the Onboarding Application

For some Rain subsidiaries, there are two PayFac options; Stripe and Adyen. In both cases, we advertise this to our customers as Rain Payments* and there are only small differences behind the scenes:

• Onboarding Application
• Adyen-Stripe Credit Card Readers
• Payment Portal
• depending on the brand, this may be called Dive360 Payments, ThriftCart Pay, etc.

This article is meant to walk you through troubleshooting any errors that may come up during the onboarding process and help ensure a positive customer service interaction in the unlikely event of an issue.

How to troubleshoot

The first step in troubleshooting onboarding issues is to check the Onboarding Application article and make sure the merchant filled out the correct information. Each of the steps in that article list out the most common mistakes we see merchants make and are easily resolved by resubmitting the correct information.

If this doesn’t resolve the issue, click back through the form and make sure that no fields were skipped or missing.

Sometimes errors require the merchant to upload extra information like a drivers license or a bank statement. When uploading a file, please ensure the file meets the following criteria:

• Formats: JPEG, JPG, PNG, or PDF
• Size for PDFs: minimum 1 KB, maximum 4 MB (maximum 2 pages)
• Size for other formats: minimum 100 KB, maximum 4 MB
• Must be an official government or entity document
• Should not be altered, blurry, cut off, or any older than 12 months
• For bank statements in the United States, the file should clearly display the Business Name, Account Number, and Routing Number
• For bank statements in Canada, the file should clearly display the Business Name, Transit Number, Institution Number, and Account Number.
• The name on the account needs to match their legal name