Our payments partner Stripe requires more information from many of our Canadian Jane Payment accounts due to a regulatory update. If this update is required on your account, you will be notified by Stripe, Jane, and with a banner found by heading to Settings > Jane Payments. Depending on the specifics of your business you might need to upload documentation verifying your identity or your business information into Stripes best-in-class secure payment infrastructure.

Frequently Asked Questions❓

• What is happening?
• Why am I required to provide this information now? I was able to sign up for Stripe without providing this information.
• How will I know if this applies to my account?
• What happens if I don’t update this information?
• Why do I need to provide my SIN/SSN number?
• Why is the information I’ve entered not being accepted?
• How long does verification take?
• What is Stripe’s Security standard? Is my information secure?
• How do I update this information?
• What information is required based on my business type?
• What documentation is required to verify my business?

What is happening?

We’ve partnered with our friends at Stripe to help us power Jane Payments behind the scenes. Due to regulatory updates, our Canadian clinics may be prompted to update and verify their account information. If this info isn’t updated within the time frame provided, Stripe will pause payments/payouts on your account.

Why am I required to provide this information now? I was able to sign up for Stripe without providing this information.

Stripe need to make sure you and your business are who you say you are, and that you’re the correct person to make decisions on behalf of your practice or business. Well, government regulations say they have to do this.

In long scary legal language, we’re required to collect, verify, and maintain identity and business information on the individuals and businesses associated with a Jane Payments account. These requirements come from a regulatory update from the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC). Due to the update further information from businesses and customers is required to be collected by Canadian Payment Processors. This introduces additional “Know Your Customer” obligations that impact Jane’s Connected accounts. Read more about that here: Know Your Customer Obligations.

How will I know if this applies to my account?

Account representatives will be notified by Stripe about these updates and this notification will include a deadline in which the updates are required to be completed by.

This email notification will mention your Jane Payments account to confirm that this is not a phishing scam.

Stripe account representatives or Jane account owners may also receive an email directly from the Jane Payments team, or see the requirement that information needs updating by heading into the Jane Settings > Jane Payments area and looking for the notice that reads Some Information Needs Updating In Your Account.

What happens if I don’t update this information?

If the information is not verified by the provided deadline Stripe will pause payments/payouts. If a clinic chooses not to provide the required information, any payments that have been processed and held by Stripe will be paid to the business, and the ability to process payments will be stopped.

Why do I need to provide my SIN/SSN number?

Because we’re processing payments online, we request information that may otherwise be provided in person (for example physically bringing your SIN/SSN card or driver’s license to the bank). We request your tax ID as it is attached to your name, and your name is then attached to the business.

Why is the information I’ve entered not being accepted?

This is likely due something that you are entering not matching what is in the verification system. It could be something as simple as a typo in your name, or perhaps the incorrect address entered. Ultimately, you’ll need to enter your information exactly how your business was registered.

How long does verification take?

Once you’ve uploaded your information, or manually entered any requirements, it generally takes 24-72 hours to be approved.

What is Stripe’s Security standard? Is my information secure?

Stripe uses best-in-class security practices to maintain a high level of security. As a payments infrastructure company, Stripe’s security posture continually evolves to meet the rigorous standards of the global financial industry. You can read more about that here: Security at Stripe. Asking for this information is not unique to Stripe and it is likely to be a requirement of all major payment processors.

How do I update this information?

Don’t feel comfortable clicking a link in the email either Stripe or Jane sent you? We understand, it’s good practice to be cautious! You can access the same secure area right from your Jane account, let’s walk through these flows!

Note: They both accomplish the same thing, however doing this from within Jane should make it a bit faster for you!

Head into your Jane Settings > Jane Payments area, followed by clicking Update your account here.

From there hit Update

Next, send the verification code to yourself, and enter it!

Once you are signed in, you’ll see the information about your account and you will be on the lookout for anything with an Information Required banner. Select Edit beside that option and update as needed.

Finally, you can hit Confirm.

What information is required based on my business type?

This will depend on how your business is registered with the government. Check out our guide on Jane Payments Verification: Information Requirements by Business Type

What documentation is required to verify my business?

This will again depend on how your business is registered and which requirements are outstanding on your account. Check out our guide on Jane Payments: Required Verification Documents to see the specifics.

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Wondering about something we didn’t cover?
Our Jane Payments team would love to help. You can reach us directly at [email protected].