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Frequently Asked Questions

1Can my Xendit account activation be rejected?Yes, we are assessing your business eligibility based on your website, documents submission, and nature of your business. If your activation request is rejected, we will notify you via email and Whatsapp with the details of the reason. Alternatively, you can reach out to our CS team to find out more.
2Can i re-register after my account activation is rejected?After your account activation got rejected, you may request for account deletion to CS in order to re-register. Please note that there is no guarantee your account will be successfully activated when you decide to re-register. The decision is subject to our internal team assessment of your business.
3Can my Xendit account be suspended?Yes, your account can be suspended if our risk and compliance team found any prohibited activities in your account (including but not limited to fraud, selling your Xendit account, etc). Contact our CS team to understand more about your suspension reason.
4Can I integrate more than 1 website to 1 Xendit account?Technically, integrating multiple websites to 1 Xendit account is possible. However, we don't recommend this practice as this might create difficulties in your day to day operations and reconciliation process.
If your business has multiple websites/branches, we recommend you to check our Xenplatform product here.
5What are the differences between an individual account and a business account?Business accounts will be eligible to use the full suite of our products, meanwhile individual accounts are only eligible for some products.
Check here to know more about what products are eligible for your business type
6I got a notification for the incomplete document submitted related to my account activation, how do I resubmit the document required?You can directly resubmit the required document via your dashboard through Get Started button/onboarding wizard (upper left side) or contacting our CS team for further help.
7I want to upgrade my account from an individual account to a business account, how do I do that?You can upgrade your account from an individual account to business account by contacting your Account Manager or Sales Representative. If you don’t know who your AM/Sales Rep is, feel free to reach out to our CS team.
8I input wrong details/submitted wrong documents during my activation request, how do I change it?You can change your details/documents even after your request for activation has been submitted by contacting our CS team. Inform us regarding your request and we will help you.
9I requested for channel activation but it has not been activated until now, why does that happen?The delay in the channel activation process can be caused by multiple reasons. It can be caused by the delay in our partner and missing requirements (docs, information) among other things.

Reach out to our CS team and we will help you to understand more about your channel activation process.
10Can I turn off my payment methods? How?To turn off payment methods for Invoice users, simply adjust your Invoice payment settings in Dashboard to turn on or turn off payment methods. Future invoice will no longer create the removed payment method. Existing and past Invoices won't be impacted by the adjustment. You can always turn on the payment method again anytime you want by following the same steps. Learn more on how to customize your Invoice here.

For API users, remove bank code or channel code value in your API request to turn off a particular payment channel. You can test your changes in Test mode before deploying to Live mode
11Can I deactivate/delete my Xendit account?Yes, you can request to deactivate/delete your Xendit account by reaching out to our CS team.

Xendit will not charge you anything for having an active account. Xendit fee is only charged to your successful transaction. We suggest you not to deactivate/delete your account so you can still use your Xendit account in the future should there is a need
12For PH: To confirm the fees charged for a specific period (i.e., month), what would be my basis of computation?For Direct Billing : Merchants can refer to the Balance History Tab in their Dashboard to download Date ranges relative to the period they want to confirm or record.
We recommend that you create a pivot table considering these items: Line Type, Amount

For Indirect Billing : Merchants can refer to the Billing Statement provided to them
13For PH : How to withhold from Xendit fees?For Direct Billing : Merchants can compute the withholding tax based on the fees captured in FAQ 10 and multiply it to the applicable withholding tax rate. Typically it is 2% with ATC either WC120 or WC160.

Provide to our Customer Success team via the 2307 with the following details:

Company Name: Xendit Philippines Inc.
Ignition Venture Studio
North Penthouse Marajo Tower
312, 26th St. Cor. 4th Ave.
Bonifacio Global City, Fort Bonifacio, Taguig City 1634.
TIN: 010- 429-507-000
14For PH: When will the official receipt be available?Usually, official receipts (ORs) will be processed within the 3rd week of the following month (i.e., OR for January transactions will be available by 3rd week of February). In this regard, we encourage you to send your request and follow-up within that week to our Customer Success team via

For Top Withholding Agent who are required to withhold taxes, please provide the 2307 on the 2nd week of the following month when the fee is billed for us to have time to validate.
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