When applying for or maintaining your Carwow Wallet, Airwallex automatically checks your application against live Companies House records. If you have recently changed directors or if an owner has resigned, your application may get stuck in a verification loop.
Common Issues
Being prompted to upload ID verification or complete a "Liveness Check" for a former director who has left the business.
Receiving an error page when trying to progress past the corporate identity screen.
How to Resolve It
Check Companies House First: Ensure that the official resignation filing (e.g., Form TM01) has been fully updated and is visible on the Companies House public register.
Do Not Upload Incorrect Documents: If the portal asks for a specific past director's ID, do not upload an alternate person's document in that slot, as this will trigger an automated rejection.
Request an Account Reset: Contact the Carwow Payments Team. We will submit your official Companies House resignation confirmation directly to the underwriting team to manually flush the old structure out of the system, allowing you to restart your KYC check with clean data.
Need Extra Support?
If you encounter an unexpected error message or need further assistance, please contact the our dedicated Carwow Wallet team directly using one of the methods below:
Email: wallet@carwow.co.uk
Phone: 020 4586 4000 (Select Option 3)
Wallet Support Form: link here