It is possible that the RIB entered for a payout is different from the one registered when the account was created during the KYC “Know Your Customer” stage.

As a reminder, any change in bank details, and in particular the RIB, must be up-to-date and in the company’s name, and must be verified by our bank.

To regularize your situation and unblock your payments, first check that the bank details you have entered are identical to those you provided when you created your account.

If the problem persists, please contact our administrative team at fr-infopro@mail.rakuten.com.

Your wallet may be temporarily blocked for three different reasons:

1. The “Know Your Customer” stage has not been completed.

What is KYC ?

Rakuten Bank is obliged to verify the compliance of its customers with anti-bribery legislation, as well as their probity and integrity, from a minimum business volume of €250 on the platform.
This is also to prevent identity theft, tax fraud, money laundering and the financing of terrorism.

To find out more about the Know Your Consumer process, click here.

How can I regularize my situation?

Go to your Rakuten account and click on My documents in the Finance section.

Check that all the requested documents have been provided and validated.

Once your documents have been uploaded and sent, it will take 3 days for your wallet to become available again.

If one of the documents is not compliant or does not work, you will be notified by e-mail with a list of the missing or non-compliant documents.

If you have any problems updating your documents, please go to the dedicated page by clicking here.

2. Your complaint rate is too high

Your first sales on our platform may have been the subject of several complaints or cancellations. It could also be a problem related to counterfeit products that have been detected.

At Rakuten, customer satisfaction is at the heart of our concerns. We make sure that our buyers have access to a service that lives up to their expectations.
This is why your Wallet may be temporarily suspended in the event of an abnormally high rate of complaints on your sales.

3. Le paiement de votre facture mensuelle a été rejeté

Here are some examples of reason for rejection:

– Blocked, deactivated or cancelled bank account (the one you entered).
– Lack of funds in your account.
– Technical reasons (e.g. invalid mandate or non-pre-authorized bank account (SEPA)).

How to unblock your direct debits?

To unblock your wallet, you must pay the debt using one of the payment methods below:

– By check payable to Rakuten :
For France, send your check to the following address:
Rakuten France – Service comptabilité – REC PRO – 92, rue Réaumur, 75 002 Paris

– Via Paypal:
Log in to your Paypal account and make a transfer to fr-factu.pro@mail.rakuten.com, specifying the reference number and your username.

– By bank transfer:
Contact us at fr-factu.pro@mail.rakuten.com for payment instructions.