When Qonto sends you a request for information, it is to verify the authenticity of your transactions and ensure that your account is used in compliance with current regulations.
Your data is used exclusively to prevent fraudulent activity and is treated with the utmost confidentiality, in compliance with professional secrecy obligations under Art. 622 of the Italian Criminal Code.
What documents can Qonto request?
Depending on the context, we may ask you for information about:
- Your company and your business: nature of the activity, corporate structure, beneficial owners.
- Your relationship with clients/suppliers: usual payment methods and nature of the business relationship.
- Your transactions: supporting documents proving the origin or destination of funds.
⚠️ As Qonto's activity is regulated and subject to compliance with Legislative Decree 231 of 2007 and subsequent amendments, we cannot accept the receipt of funds if the beneficiary's name differs from your company name (as registered on Qonto).
For the analysis of your case, we may ask you for supporting documents, the most common of which are listed below:
| Context | Documents requested by Qonto |
|---|---|
| Request for information regarding a transaction (cash withdrawal, bank transfers, cryptocurrencies) | - Invoice - Contract - Bank statements - Chamber of Commerce extract or equivalent of the beneficiary - Extracts of the latest transactions on cryptocurrency platforms |
| VAT refund | - Invoice that was the subject of this refund - Contract - If you have another account, the statement of transactions showing the payments justifying this refund - Business declaration/tax return |
| Purchase/sale of vehicles | Vehicle registration document (logbook) |
| Salary payments | - Extract from the single labour register (LUL) - Pay slip |
This list is not exhaustive
How can I provide the requested documents?
You have two options to send documents securely and confidentially:
- Direct upload from your account 💻: Go to Business Account > Transactions, select the relevant transaction and upload the document.
⚠️ Remember to also reply to the initial email to let us know that the upload has been completed: we will get back to you as soon as possible.
- Reply via email: If you are unable to upload the documents from your interface, you can send them by replying directly to the email we sent you.
What happens if I do not provide the requested documents?
If we do not receive the documents within 10 days (D+10) of our request, we may be required to:
- Temporarily suspend your account or impose restrictions, pending your response.
- Reject transactions pending validation.
💡 After a certain period of time, in the event of no response, we may be forced to close your account. You can find more information in Article 9.2 "Termination for cause by either party" of your Qonto contract, which provides that the refusal to communicate legally required information allows Qonto to take appropriate measures.
Why can my Qonto account be temporarily suspended?
As an online payment institution dedicated to businesses, Qonto is subject to the rules of the Monetary and Financial Code. To ensure security and compliance with these regulations, we are required to carry out periodic account checks.
If your account is subject to such a check, it may be temporarily suspended pending further information from you. In these cases, we will contact you by email to guide you through the next steps.
Where can I find more information on applicable regulations?
You can learn more about Qonto's regulation and compliance with the Monetary and Financial Code by consulting this page.