You can resubmit a corrected document — a rejection usually isn't the end of the road.
How review really works: most documents that don't pass the first time just need a small fix, not a flat no. If something's incomplete or not quite right, we'll tell you what's off and give you the chance to correct it and resubmit — we don't reject a document outright unless it's clearly fraudulent. Submitting a fraudulent document is a different matter: it can get your account suspended or banned. But as long as you're working from a real document, you'll have the opportunity to get it right.
Here's what to check first.
Common reasons a document gets rejected:
Missing pages. We need every page, including the signature page on a lease, or the full statement for a mortgage or auto loan. Partial documents don't pass review.
Payment amount mismatch. The amount on your document should be within ±20% of what you've set up in Split Pay. If they're further apart, see below.
Document quality. Blurry photos, glare, or cropped corners can make a document unreadable.
Screenshots. We need the full PDF, not a screenshot of one page. (See the FAQ on What format does my lease, mortgage statement, or auto loan documentation need to be in?.)
Missing signatures (leases only). A lease needs to be fully signed by both parties to verify.
Outdated statement (mortgage/auto loan). We need a recent statement — typically within the last 60 days.
What to do:
Read the rejection email. It usually tells you specifically what was wrong.
Fix the issue. Get a complete copy of your document, take better photos, or pull a fresh statement from your lender or servicer.
Resubmit through your Split Pay account or the link in the email. Same process as the original upload.
If the payment amount on your document doesn't match your Split Pay setup:
For rent: many leases have annual rent listed instead of monthly, or include utilities — those are normal explanations
For mortgage: your statement might show principal + interest only, while your full monthly payment includes escrow for taxes and insurance
For auto loan: your statement might show the minimum monthly payment, but you've set up Split Pay for a higher amount you actually pay
If the current payment is different from what's on the document (e.g., due to a recent change), provide a recent statement or letter from your landlord, lender, or servicer showing the current amount
Contact our Support team and we can pass it back for a fresh review
If you genuinely can't provide a complete document, contact our Support team. There's no alternative documentation we can accept, but if you have a unique situation (e.g., subletter, family arrangement, lender that doesn't issue statements), our compliance team can review your case.