You received a notice that your account needs additional information to continue the review. It doesn't mean something is wrong with your business: it is a normal part of the identity verification and fraud prevention process that Conekta applies to all accounts. Responding quickly and accurately is the only thing that speeds up activation.
Most common causes
- Mismatched details: the name, RFC, address, or bank account differ between what was entered and the documents.
- Illegible or incomplete document: the image is cropped, blurry, or missing pages.
- Outdated document: the tax status certificate (constancia de situación fiscal) or proof of address is older than what is accepted.
- Line of business that requires extra validation: some activities need to clarify the business model or present permits.
- Unusual activity during operation: in accounts that are already active, changes in volume or line of business can trigger a new request.
How to respond correctly
- I was asked to resubmit a document
Check the exact note in the Conekta Panel before uploading anything: fix exactly that (validity, legibility, complete pages) and resubmit it. The review resumes automatically once it is received.
- I was asked for a clarification about my business
Respond specifically: what you sell, to whom, and through which channel. Include your website or social media if they help show it. Vague answers usually lead to a second request.
- I don't understand what they're asking for
Don't guess: contact Support from the Conekta Panel chat, quoting the request. Sending documents that don't apply makes the review longer instead of shorter.
Next step
After responding, track the progress in How to check the status of my account review. If a document was rejected, check What to do if a document was rejected.