Most onboarding issues can be resolved quickly using the steps below. If you are still stuck, contact BrightBooks support at brightbookssupport@brightsg.com.

I cannot see the “Get Started” button

• Confirm you are on the Overview tab, not the Payments Manager tab.
• Refresh your browser and try again.
• Clear your browser cache and cookies, then log back in.
• Try a supported browser such as Chrome or Edge.

If still absent, contact BrightBooks support — Payment Manager may not yet be enabled for your account.

The Terms & Conditions window will not load or accept

1. Clear your browser cache and try again.
2. Switch to a different supported browser.
3. Disable browser extensions, particularly ad blockers.

If the Accept button does not respond, contact BrightBooks support. Do not attempt to bypass this step.

My onboarding form is showing errors

1. Check that all required fields are completed.
2. Confirm documents are in an accepted format and within the size limit.
3. Try a different browser or device.

If errors continue, contact BrightBooks support with:

• A screenshot of the error
• The step where it occurs
• Your Vendor ID

I have been asked to resubmit documents

Common reasons:

• Expired ID — passport or driving licence must be currently valid.
• Bank statement too old — must be dated within the last 3 months.
• Name mismatch — name on documents must match your account exactly.
• Poor image quality — photos or scans must be clear, well‑lit, and legible.
• Wrong entity type — the Unipaas underwriting team will contact you with guidance.

My account has been stuck on “In Review”

If your submission was complete, approval may happen the same day. If it has been longer and you have not heard anything:

1. Check your email — Unipaas may have requested additional information.
2. Check your spam or junk folder.
3. Contact BrightBooks support — we can check your status and escalate to the Unipaas underwriting team.

I have not received my account confirmation email

Check your spam folder first. If it is not there, contact BrightBooks support — we can confirm your account status in the portal.

My account has been rejected

Rejections are communicated by the Unipaas compliance team via email. Once rejected, an account cannot be reopened. Contact BrightBooks support if you have already attempted to use Payment Manager.