Investor account creation errors and solutions

While the majority of investors will be able to create their Steward accounts without a hitch, under some circumstances our payment facilitator may add additional steps to the account creation process. 

If during your account creation you are emailed with one of the following messages, you can find below the reason for this error and how to resolve it to continue with your Steward investment.

Message - Verification document needed

Additional documentation is required to verify your account. Please log in and upload an ID verification document.

Reason

Additional documentation is required to verify your identity, or that of the entity that you are investing on behalf of.

Solution

Go to the Account section of the Steward Dashboard and upload the required identification documents.

Note: Steward supports the following file types for personal identity verification - .jpg, .jpeg and .png
Business files can be uploaded in .pdf format

Documents to identify an individual can include the following:

  • A current, valid passport
  • A current state issued driver's license

Documents to identify an entity (a trust, an LLC etc.) can include the following:

  • Sole Proprietorship: Driver's license, passport or state ID card
  • Trust: Trust agreement
  • LLC: Operating agreement
  • Partnership: Partnership agreement
  • Corporation: Articles of incorporation
  • Non Profit: Articles of incorporation

Be sure to select 'Other' as your document type when uploading any business-specific documents.

Message - Our payment facilitator has put your account into a retry status

Reason

The initial attempt to verify your identity, or that of the entity that you are investing on behalf of, failed because the information provided did not satisfy our payment facilitator’s verification check.

This usually means some details in your account were entered incorrectly and our payment facilitator was unable to confirm your identity.

Solution

Log in to your Steward account here and verify that all the information is correct, or make any required adjustments. If you cannot identify any obvious incorrect information, please reach out to our support team at support@gosteward.com and they will be able to provide more specific details.

Message - Account Suspended

We wish to inform you that your Steward account has been suspended.

Reason

There are a number of different reasons why our payment facilitator may choose to suspend your account. A suspended account may neither send nor receive funds until it has been resolved. Reasons for suspension can include the following:

Solution

Suspension does not necessarily mean you cannot have an account. If you receive this message from Steward, please reach out to our support team at support@gosteward.com and they will be able to provide more specific details.


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