# FAQs On this page you can find the most frequently asked questions. Can't find your answer? Don't hesistate to contact us! {{ className: 'lead' }} --- ## Name matching A `COULD_NOT_MATCH` is often combined with an `account.status`= `NOT_FOUND`. Which means we can not find any data of this bank account as it is most likely not connected to one of our sources. In some non NL cases we do know the bank account is active, but for some reason this bank does not parttake in name matching. On a `NO_MATCH` we were able to match against the account holder name and the algorithm concluded that the input name did not match the registered bank account name. On a `COULD_NOT_MATCH` we were **unable** to match against the acount holder name. Our algorithm will provide a `MATCH` when one or more of the following conditions are met. **For Natural Persons:** - All input names match with names of the account holder - Only Initials and surname are input and they match with the Initials and surname of the account holder. - Only a surname is input and the surname matches with the surname of the account holder. - The above conditions apply for 1 or more names in case of an account with multiple account holders. **Organisations:** - The input matches with the legal name of the account holding organisation. - The input matches with one of the trading names registered at the bank and/or local company registry. The name of a business is publicly available information, which is why we can display it in case of a `NO_MATCH`. The name of a Natural Person is sensitive information and cannot be returned when the name is not known to the user. On a `CLOSE_MATCH` we are able to provide back a namesuggestion because the name is already known to the user, and only contains a small typo. We have name matching data for all the holders of an account. Our algorithm allows matching on 1 or more of the account holder names. For example when an account is owned by: "Jan de Vries en/of Floor Bakker", all the following inputs will give a `MATCH`: - Jan de Vries en/of Floor Bakker, - de Vries en Bakker, - Jan de Vries, - Floor Bakker. - `COULD_NOT_MATCH` and `UNKNOWN` never happens. - `COULD_NOT_MATCH` and `ACTIVE` happens in rare cases, but so far only when we get responses from our scheme partners (SEPAmail or SWIFT). So if you have not purchased any of these products, this case will not occur either. ## Error messages Most likely because our sandbox environment is only available from 07:00-20:00 on weekdays. Not the reason? Please contact us. Most likely because we did not whitelist your IP address. Be sure to turn on your VPN if we only whitelisted your organisation's IP address and you're working from home. Another reason can be that your credentials are not valid or your token expired. ## Technical questions This field can be used when you want separate invoices for your organization. Each department that needs to be billed separately can use a different ID that will help us recognise which business unit you're from within your organisation. ## Account types We mark an account as `INACTIVE` for multiple reasons - The account holding bank can find the account in their records and marked it as `INACTIVE` - We have all the bank account data of a bank but we can't find this account. We are sure it does not exist so we also mark it as `INACTIVE`. This account status stands for an account that is valid but is not supported to perform any checks. For example, in the UK this code is used by a responding bank if the account relates to a collection account held by an ASPSP that is not reachable for a check. ## Offline Data provisioning in the EU ### File Delivery All files must be encoded in UTF-8. Please ensure that the file you share is UTF-8 encoded and not, for example, ANSI encoded. To include multiple account holders, use "" within the XML file to separate the information of different account holders. You can find examples of this in the provided XML example file. The birthName field should always contain the individual's birth name. If a person also uses their partner's surname after marriage, you should send the partner's surname in the partnerName field. Alternatively, you can send both the birthName and partnerName in the "surnameCombined" field if the names are not stored separately. ### Fields to be provided For business accounts, the ascription field is considered for matching purposes. However, for individual accounts, this field is required in order to enhance the capabilities of the algorithm. All data sent to SurePay should be validated. Exclude any data that has not been verified through a passport check or a check with the BRP (Personal Records Database). If the 'partnerName' and 'birthName' combination is included in a single data field and cannot be sent separately, you can use the 'surnameCombined' field. Please note that this is only applicable if both names are validated. ### File Delivery If the 'partnerName' and 'birthName' combination is included in a single data field and cannot be sent separately, you can use the 'surnameCombined' field. Please note that this is only applicable if both names are validated. Our Acceptance environment is available online from 08:00 to 20:00 (GMT+1). If a file is sent outside of these hours, we will be unable to process it, and the load will fail. ### Go live If any row is missing a mandatory data field, the entire row will fail. So, if one mandatory data field is missing for every account in the file, all rows in the file will fail, and no data will be loaded into the system. To go live all steps in appendix B must be completed. When the user acceptance test is successful and the sent data meets the required quality, we will be ready to go live.