Table of Contents
Overview
To keep things running smoothly and securely for everyone on our platform, we sometimes need to take a closer look at certain accounts. This is part of our account review and risk controls process, and it helps us make sure everything’s above board: whether that’s spotting unusual activity or just making sure your account is set up for success.
You might see a few things pop up during this process, like:
- A request for a bit more documentation (this is covered in this article)
- A temporary hold on some funds (called reserves or payout delays)
- A review of your processing limits or payout schedule
We know these reviews can feel a little inconvenient, but they’re designed to protect both you and your clients. This guide walks you through why reviews happen, what they involve, and how you can navigate them smoothly.
Why am I being asked for documentation?
We occasionally ask for supporting documents as part of our routine account reviews. This is a normal part of risk management and is designed to help us verify your account information, protect your business from fraud, and ensure we can continue to support you through Jobber Payments.
When we request documents, it’s often because something in your account needs a second look. That might be a spike in transactions, a change in your refund patterns, or missing business information. These requests help us make informed decisions.
How to upload documents
If a member of Jobber's Risk Team has requested additional documentation, you will be notified by a banner in your Jobber account and in the Jobber mobile app.
How to upload documents:
- From the banner, select Send Documents to open the secure document upload form.
- Review what’s being requested. At the top of the form, you’ll see a list of the specific documents we need from you.
- Upload your documents. Click “Select Files” or drag your documents into the upload area.
Note: The maximum file size is 5MB per file. Accepted file types include PDF, JPG, JPEG, PNG, and HEIC. - Match each file to the correct document type. Use the dropdown next to each uploaded file to select what the file is (e.g. Government-issued ID (Back) or Contract between you and [Client Name]).
- (Optional) Add a comment. You can include any additional context or clarification in the text box to help our team resolve your case faster.
- Check the box to confirm that your submission doesn't include full credit card numbers.
- Submit your documents. Once everything is uploaded and labeled, click the green Submit button.
Once your documents have been submitted, you will see a thank you page with next steps. If any files are still pending upload, you will remain on the document upload page.
What happens after you submit documents?
Once you’ve submitted the requested documents, our Risk team will review them alongside other internal tools and determine the next steps. Depending on our assessment, we may confirm that everything is good to go, ask for additional documents, or apply certain risk controls to your account.
What happens if documentation is denied?
If we aren’t able to verify your information or the documents don’t meet our requirements, we might request different documents or take actions like placing a reserve, adjusting payout timing, or in rare cases, limiting account access.
Can you appeal a decision?
Yes, we understand that each situation is unique, and we're here to help. Our Risk Team reviews account decisions on a case-by-case basis and may be able to re-evaluate depending on the circumstances.
As part of the review, we may request supporting documents or additional context. While final decisions are made at Jobber’s discretion, we aim to be fair and considerate by balancing your business needs with our risk requirements.
To help move things forward smoothly, we recommend:
Responding promptly to emails from our team
Providing any requested documents
Reducing refund or chargeback rates where possible
Ensuring a consistent account balance
We're committed to making the process as straightforward as possible while ensuring a safe experience for everyone using Jobber.