1. When requesting for a merchant account, if a message indicates that the quantity limit has been exceeded, how can this be resolved?

To ensure the health of merchant account collection, WeChat Pay limits the number of merchant accounts requested for by the same entity. If a prompt indicates that the number of merchant accounts under the entity has exceeded the limit, users can go to the WeChat Pay Merchant Account Cancellation Request to cancel some unused merchant accounts and free up the quota.
Request path:
Dear Merchant, Regarding the issue you reported about the cancellation of your merchant account, please open the link within WeChat: https://kf.qq.com/touch/sappfaq/221220E32IBV221220rEnqI7.html?scene_id=kf594&platform=14,
Please follow the instructions on our page to verify whether you meet the cancellation conditions, such as having a zero balance, no transactions, and no complaints for 30 days. If you confirm that you meet these criteria, please submit the required documents by clicking “Click Here” at the bottom of the page. We will process your request within 7 working days. Please note that once the merchant account is canceled, it will not be recoverable. To facilitate our processing, we recommend carefully reviewing the cancellation conditions and material submission rules. Thank you.

2. When requesting for a merchant account, if it prompts that the merchant is suspected of violating regulations, what should be done?

Contact WeChat Pay Merchant Assistant for consultation. Search on WeChat: WeChat Pay Merchant Assistant Official Account, then click on “Merchant Services” - “Contact Support”.

3. When signing, if it prompts that you are not an administrator, what should be done?

Please confirm whether the administrator who submitted the request form and the user who signed the contract via WeChat are the same person. You can query real-name information in WeChat by navigating to: “WeChat - Me - Services - Wallet - Identity Information”. Note: After submitting the request form to sign the contract, the merchant account administrator cannot make any further changes and needs to find the corresponding administrator’s WeChat to sign the contract.

4. How to cancel the merchant account request?

Enter the specific merchant account request form, click on the arrow in the upper right corner - “Cancel Request” to cancel the request. Note: Request forms that have been submitted for signing cannot be canceled. You can wait for the request form to expire.

5. When receiving payments using a merchant account, if it prompts that the transaction is abnormal or a risk exists, how should it be resolved?

If you encounter the following prompt when collecting payments using a merchant account, please first self-check whether this transaction is a legitimate one. If the self-check confirms no issues, you may provide the merchant account number and a screenshot of the error message, and we will review and process them uniformly. Registration Entry: [Forms] Abnormal Collection for Merchant Account

6. If it prompts a mismatch between the certificate number and type, what should be done?

Go to the business license information, (1) Confirm whether the business type is selected correctly; (2) Confirm whether the recognized certificate number is correct. If incorrect, it needs to be re-filled.

7. If it prompts that the bank corporate account does not match the merchant name on the business license/registration certificate, what should be done?

(1) First, request for onboarding using a bank account with the same name. (If there is no such account with the same name, list the bank account under the name as shown on the business license/registration certificate. Complete the onboarding first, then make modifications later)
(2) Modify on the WeChat Pay merchant platform to the actual bank corporate account with a different name that you want to transfer funds to. Link: How to Modify a Non-Same-Name Bank Settlement Account?

8. What should I do if I’m prompted to provide a fee collection authorization certificate?

(1) When requesting, if the company does not involve special industry fees, you may select “Retail” or “Catering” for the business scope.
(2) If the requested external collection account is primarily intended for receiving payments for legal consultation services:

• If your identification document is a Business License, select “Company” as the Entity Type. Upload your Business License in the designated area, and select “Residential Living Services” for the Business Scope.
• If your identification document is a Law Firm Practice License, select “Social Organization” as the Entity Type and choose “Practice License” (or “Practice Certificate”) as the Certificate Type. Upload the Law Firm Practice License in the designated area, and select “Residential Living Services” for the Business Scope.
  Note: The uploaded “Law Firm Practice License” must include the inner page that contains the issuing authority’s seal, the Unified Social Credit Code, the firm name, the owner, the address, and the validity period. If there have been any changes, the amendment pages must also be submitted. Information pages can be uploaded as a composite image.
  For reference, see the entity types supported for Weixin Pay merchant onboarding

(3) If the requested external collection account is mainly used for landscaping business with contract payment as the purpose, you can select “Retail” for the business scope.
Note: If a school holds a school operation permit and needs to enable external collection for collecting tuition fees, please select the business scope as “Other Payments” and submit the school operation permit.
(4) The primary purpose of applying for a Receive Money from External account is to conduct in-depth research on college entrance examination regulations and university admissions policies, enabling the provision of application consulting and form-filling guidance services for students and parents. The appropriate business scope for this activity is “Consultation/Entertainment Ticketing”.

9. Review failed: The business license registration number has not been found yet. Please check if the business license registration number is filled in correctly.

Currently, requesting for an enterprise-type merchant account is not supported if there is no business license. If your company is newly registered, we recommend waiting 5-10 working days before trying again.

10. Reason for failure: Please provide valid Medical Institution Practice License/Pharmaceutical Business License/Medical Device License/Law Firm Practice License/Animal Veterinary Practice License and other relevant materials; If not involved, please explain the actual business operations of your company

If the business license does not display the business scope or the business scope does not include the corresponding business activities, you may query it on the National Enterprise Credit Information Publicity System to confirm the enterprise’s business scope. If it involves the corresponding business activities, relevant qualification certificates need to be provided; if it does not involve any of the above, you must supplement a note in the request form stating that the enterprise does not engage in XX operations, and explain which specific business activities the merchant account will actually use after request.

National Enterprise Credit Information Publicity System: https://www.gsxt.gov.cn/corp-query-homepage.html

11. If the request type is religious/social organization, when creating a corporate collection account, a prompt will indicate that the legal representative information does not match the business license.

Currently, request for this type of merchant account are not supported.

12. After creating the collection account, you received a notification that the review result was unsuccessful. Reason for request failure: The business handling authorization letter is unclear. Please resubmit it.

Currently, when uploading images, they will be compressed, causing the images to appear unclear. We recommend uploading materials less than 2MB.

13. Review Result: You have submitted the merchant account request materials. Additional legal representative authorization verification is still required

If the enterprise’s super administrator requesting for the merchant account is not the legal representative of the enterprise, a business handling authorization letter must be supplemented; You can download the latest version of the Business Handling Authorization Letter template from the [WeCom on Mobile - Workspace - External Collections - Account Management - “+” in the upper right corner - Account Administrator Information] page.

14. Reason for request failure: The filled-in ID card number does not match the name on the ID card. Please check if both the name on the ID card and the ID card number are filled in correctly

Please check if the filled-in information is consistent; additionally, if you have changed your name or the business license uses your former name, you need to update the business license information before requesting again.

15. Review failed: The card number you entered has an incorrect length. Please recheck and try again

① Confirm the card number information.
② Confirm the merchant entity type selected during creation. If [Enterprise] is selected, the bank card information must be filled with the corporate bank account, instead of a personal bank card account. (Individual industrial and commercial households can associate or re-associate private bank cards)

16. Review failed: Submission of non-same-name settlement accounts is not supported. Please upload the bank card information again.

Please confirm if the entered settlement account is consistent with the merchant name.

17. Review failed: The selected settlement rules do not match the actual business operations. It is recommended to select “Fee rate 0.6%, funding settlement cycle T+1, private/civilian-run hospitals/clinics”

Since additional documentation is required, your enterprise’s request is currently not supported. We will support for enabling more features in the future. Please keep an eye on updates to subsequent versions. We sincerely apologize for the inconvenience.

18. Reason for failure: Screenshots, rephotographed, or mirrored photos of the Business Handling Authorization Letter are temporarily not supported. Please resubmit it

For the current requesting account, original document images such as ID card, authorization letter, and business license must be uploaded; images including operation screenshots or photos taken by photographing the documents directly will cause the review to fail. Please confirm.

19 Review rejected, reason for request failure: The current merchant does not support activating acquiring permissions.

Please confirm the merchant’s actual business operations. Currently, the merchant account onboarding for fund business is not supported.

20. Reason for failure: The Business Handling Authorization Letter must be printed and sealed according to the example template on the upload page. Do not add to or delete the content of the template. Please resubmit it

① Please click the link below to request using the new version of the letter template.
https://kf.qq.com/faq/220509Y3Yvym220509fQvYR7.html
② Please check if the content, name, ID card number, validity period, date, entity name, and other information filled in the Business Handling Authorization Letter are correct.
③ Electronic seals are currently not supported for the Business Handling Authorization Letter. You may re-upload the scanned copy with a fresh seal of the [paper-based] Business Handling Authorization Letter.
④ The uploaded Business Handling Authorization Letter must be filled in with the date and affixed with an official seal.

21. Reason for failure: The merchant’s qualifications pose risks. Onboarding is currently not supported

Contact WeChat Pay Merchant Assistant for consultation. Search on WeChat: WeChat Pay Merchant Assistant Official Account, then click on “Merchant Services” - “Contact Support”.

22. Request failed. Reason for failure: The sub-merchant for which the upgrade is requested is under compliance control. Please resolve the issue and try again. You may go to the WeChat Pay Merchant Platform to handle the matter and resubmit

① To lift the control, please proceed to the WeChat Pay Merchant Platform for processing. For details, contact WeChat Pay customer service (hotline: 95017) or reach out to online customer service via the “WeChat Pay Merchant Assistant” official account on your personal WeChat.
② If, after contacting the WeChat Pay Merchant Platform to lift the control, WeCom still prompts “upgrade failed/review failed” and “the second level merchant requesting for upgrade has been under compliance control”, please confirm whether the merchant account has had no recent transactions. Merchant accounts with no recent transactions are not eligible for upgrades.

23. Upgrade Merchant Account Prompt: The entity information of the original merchant account needs to be updated. Certificate-free submission is currently not supported. Specific reason: xxxxx

① The reason for this prompt is that the information of the original merchant account requires updates, and it can no longer be directly used to upgrade the account. It is recommended to choose a new creation method and submit the latest information to request for a new merchant account.
② Common points between upgrading the original merchant account and creating a new one: Both will result in a new merchant account upon successful request. The difference between upgrading the original merchant account and requesting for a new merchant account is that upgrading the merchant account uses the previous qualifications and account to request, without the need to re upload information, while requesting for a new merchant account requires re-uploading information. Due to this failure reminder during the upgrade process, it is recommended to choose the new creation method to request for a merchant account.

24. Upgrade of merchant account failed. Prompt: ID card validity period verification failed. Please check if the validity period is filled in correctly: e.g., filled-in …

It is recommended to choose a new creation method and submit the latest information to request for a new merchant account.

25. Reason for failure: The merchant account name was incorrectly filled in. Please ensure the name matches the information on the uploaded registration certificate.

Please check the name on the enterprise/entity certificate you filled in/uploaded to confirm if it aligns with the name listed on the National Public Credit Code Publicity and Inquiry System/National Enterprise Credit Information Publicity System. If there is a discrepancy, please contact the relevant platform to update the data. Only after it is consistent with the certificate can you request normally.
National Enterprise Credit Information Publicity System: https://www.gsxt.gov.cn/corp-query-homepage.html
Unified social credit code query platform of national organization (China Organization Data Service): https://www.cods.org.cn/gscx/

26. Reason for failure: The legal representative entered incorrectly and must match the legal representative name on the business license; The name of the legal representative is incorrect. Please keep it consistent with the information on the business license

① Confirm if the filled-in legal representative information matches the legal representative on the business license.
② If the legal representative on the business license is an overseas user and the request cannot be completed due to the large number of words in the legal representative’s name, it will also result in the failure of the review. Currently, names exceeding the character limit are not supported for request. We will optimize for this issue in the future. Thank you for your feedback.

27. Reason for failure: Your company’s business term has expired. Please ensure that you have updated the business license with the industry and commerce authorities, and fill in the latest date consistent with the copy.

The end time filled in should be consistent with the actual situation and should be filled in according to the actual circumstances.

28. Reason for failure: Please supplementarily upload the complete inner pages of the “Law Firm Practice License” copy (including unified credit code, entity name, person in charge, address, and validity period information), with the information filled in accordance with the certificate details.

If the copy contains multiple images, please merge them into a single image and upload it to the [Upload Registration Certificate] section. If there are changed relevant information pages in the complete inner pages of the copy, the changed information pages must also be provided.

29. Request for external collection prompt: Please fill in the registered address

Please check if the date on the business license indicates a recent registration. If so, query the corresponding unified social credit code on the publicity website (https://www.gsxt.gov.cn/corp-query-homepage.html) to check if there is publicized information. If no, please wait until the information is publicized before requesting.

30. Reason for failure: The bank did not locate this card number. It may have been closed or be an incorrect account

Please first check if the bank card number has been filled in incorrectly; if it is confirmed that the information is correctly filled in, please refer to:
① Has the account holder ever changed their name at the public security bureau;
② Whether the account name does not match the account opening bank (e.g. the account name is Zhang San, but Li Si’s card number is filled in);
③ Were there any cases of the card being locked due to password input errors exceeding the daily limit? (If so, the merchant may simply resubmit the request for review the next day);
④ If none of the above request, it is recommended to use a different card for the request.

31. Reason for failure: The special qualifications provided by your company are inconsistent with the requesting entity. Please supplement the explanation from the competent authority, provide the approval document for the establishment of a medical institution, or submit the medical practice license that matches the requesting entity. Up to 5 photos can be uploaded

Merchants are requested to supplementally provide a sealed explanation of their business operations, clearly stating the nature of their business and committing to not engaging in medical diagnosis services for verification and evaluation. Additionally, if it appears that there is another clinic operating at the same physical address under a different entity, the specific circumstances need to be clearly explained.

32. Reason for failure: Your company is categorized as a financial institution. Please select “Yes”. The enterprise is a non-financing limited by guarantee, and its industry qualification materials only include a business license, with no other certificates. How should this be handled

Guarantee companies are classified as financial institutions. Please upload valid administrative permit documents (e.g., approval documents issued by local financial affairs offices) issued by the local financial regulatory bureau, and submit the request.

33. Reason for failure: The store front photo does not correspond to the requirements. Please resubmit. The store front photo must clearly display the store sign, ensure the storefront is fully visible, and no retakes or screenshots are allowed

Regarding the shooting requirements and examples for store front photos and in-store photos, it is recommended that you refer to the following two instructions from the WeChat Pay Merchant Help Center:
① Submission instructions for supplementary materials for onboarding: https://kf.qq.com/faq/170807nY7Jbi170807Yf6jIB.html
② Guidelines for submitting information on offline business scenarios: https://kf.qq.com/faq/230615QVJzqE230615nmQrQb.html

34. Reason for failure: The merchant has been listed on the Payment Association’s blocklist, and request is temporarily not supported

Contact WeChat Pay Merchant Assistant for consultation. Search on WeChat: WeChat Pay Merchant Assistant Official Account, then click on “Merchant Services” - “Contact Support”.

35. Reason for failure: Incorrect Industry Category. It is recommended to select “Matrimonial Platform/Employment Information Platform/Other Information Service Platform”. The actual main business of the enterprise is Human Resource; This falls under the mentioned “Employment Information Platform”, and the company holds a Human Resources License. However, when following the card prompts to select the [Business Scope], the specific category cannot be found. How should this be handled

It is suggested to select “Other Payment” and provide the Human Resources License.

36. Reason for failure: Sorry, due to security reasons, your account opening/information modification operation cannot be completed

Contact WeChat Pay Merchant Assistant for consultation. Search on WeChat: WeChat Pay Merchant Assistant Official Account, then click on “Merchant Services” - “Contact Support”.

37. Reason for failure: Please provide the Medical Institution Practice License that matches the requesting entity and is valid within its validity period. But if an enterprise only holds a “Clinic Filing Credentials” and has no “Medical Practice License,” can such filing materials substitute for the “Medical Institution Practice License”?

Supported, if there is no Medical Practice License, you may upload the “Clinic Filing Credentials”.

38. Reason for failure: The merchant has been listed in the “List of Seriously Untrustworthy Enterprises with Illegal Acts”, and requests are not supported at present

Please contact the market regulatory authorities to confirm how to resolve the enterprise’s abnormal information in public channels. After the enterprise’s information returns to normal, you may request for the external collection merchant account.
You may check on the National Enterprise Credit Information Publicity System (https://www.gsxt.gov.cn/corp-query-homepage.html) to confirm whether the enterprise has a notification of operational abnormality. If there is no such notification, you may request again.

39. Reason for failure: The operator is not a person with full capacity for civil conduct. Please postpone the request or authorize a person aged 16 or above to act as the processor.

The creator of the merchant account (i.e., the super administrator of the merchant account) must be greater than 16 years old. Please ask the merchant to replace the super administrator.

40. Reason for failure: The verification of the person and enterprise failed. Please confirm whether the legal person’s ID number registered with the issuing authority of the main document is consistent with the provided materials. If not, please provide the corresponding legal person’s ID documents; if consistent, please upload composite certification materials (sealed by the issuing authority) in the legal person’s ID section. For partnership enterprises, in addition to the certification from the issuing authority, certification materials sealed by the executive partner may also be provided (all materials must clearly show the enterprise’s basic information, legal person’s ID number, and ID type)

Please confirm if the legal person’s ID number registered with the issuing authority of the entity certificate matches the information provided in the submitted materials.
① If inconsistent, please provide the corresponding legal person’s identification documents;
② If consistent, please upload composite certification materials (sealed by the issuing authority) in the legal person’s ID section. For partnership enterprises, in addition to the certification from the issuing authority, certification materials sealed by the executive partner may also be provided (all materials must clearly show the enterprise’s basic information, legal person’s ID number, and ID type)

41. Reason for failure: Please provide a valid “Clinic Filing Credentials” that matches the requesting entity

Medical entities have separate business licenses; it is recommended to request using the medical institution’s own business license. If requesting under the current requesting entity, materials need to be provided to demonstrate that the medical entity’s establishing unit is the requesting entity.

42. Reason for failure: The signature in the signature section for the legal representative on the Authorization Letter for Business Processing is incorrect. A signature from the legal representative is required; please resubmit

The signature section for the legal representative on the Authorization Letter for Business Processing should bear the legal representative’s signature, not the super administrator’s.

43. Reason for failure: The special qualifications provided by your company do not match the requesting entity. Please supplement the explanation from the competent authority, provide the Approval Document for the Establishment of a Medical Institution, or submit a Clinic Filing Credential that matches the requesting entity.

The provided certification materials need to include sealed certification materials from the issuing authority of the requesting entity’s filing certificate, rather than a certification issued by the requesting entity itself.
For example: If an enterprise provides an “Explanation on xxx Traditional Chinese Medicine Clinic and xxx Health Management Co., Ltd. Being the Same Entity, this constitutes a certification issued by the requesting entity itself. Such a self-issued certification is not acceptable as valid qualification. Instead, certification materials sealed by the issuing authority of the “xxx Traditional Chinese Medicine Clinic” entity’s official records should be provided as qualification.