Troubleshooting: We couldn't verify this payment handle

Introduction

If you see the error message We couldn't verify this payment handle when sending funds from SoFi using a UMA address, follow the steps below to resolve the issue.

Issue description

This error usually means there is a problem with the UMA address, the date of birth format, or the receiver's Lightspark account setup.

Basic troubleshooting steps

Check each item below in order before trying again.

1. Verify the UMA address is correct. Make sure there are no extra dollar signs, spaces, or other characters in the address.

2. Check the date of birth format. A common cause of this error is an incorrectly formatted date of birth. It must be entered as YYYY/MM/DD, which means year, month, then day.

3. Confirm the receiver has an active bank account connected to their Lightspark account. Funds can only be received if the connected bank account is active.

4. Try again after confirming the details above.

Contact support

If the issue continues after you complete all of the steps above, please reach out to support for help.

Additional information

When contacting support, include the error message and a brief description of the steps you already tried. This can help speed up troubleshooting.