If you need to update your bank details in our system, for instance if your restaurant company has recently changed ownership or you have updated your bank account, the following guide will provide information on how the process works. It will also provide guidance on how to get your bank details request approved as soon as possible.
For this process, you will need to provide some supporting documents. Please note that if the documents specified below are not provided, your change of bank details request will be denied. In these cases, an agent will be in touch with you to discuss resubmission.
Our team will acknowledge your request as soon as possible, however please allow 5-10 working days for the transfer process to be fully completed, pending acceptance.
Viewing and editing your payment information (Admin users only)
Your payment information can currently be viewed within the Restaurant Hub.
To view your payment information:
Log in to Hub.
Select 'Settings' in the left-hand menu and go to the 'Payments' tab.
To edit your payment information:
Log into Hub.
Send us a support request using Help and our team will get in touch with the necessary form to complete. To do this, simply click on the ‘Chat to us’ function and select ‘Invoices or Payments’; OR
Go to the Settings → Payments section, where you can gain access to the bank details form.
You'll be asked to complete the form, providing additional proof supporting your request, namely a bank statement. Further guidance on how to complete this can be found below.
You’ll be asked to provide proof of identification proving you are the registered company owner or account holder. This could be a photo of a passport, driving licence, ID card, or residency permit.
Completing your bank details change form
Before you complete the change of bank details form, please read the following guidance to ensure that we can approve your request as quickly as possible.
What to have ready:
Your Deliveroo Company ID - This can be found in the Hub, in your latest invoice. Simply click on ‘Invoices’ on the left-hand side and click the relevant company.
Proof of bank change authorisation - This needs to confirm the details you have submitted (account holder name, account number/IBAN, sort code/BIC), namely a copy of your bank statement. Please ensure it is in .pdf or .doc format.
Proof of identification - This needs to prove you are the Registered Company Owner or Account Holder, for instance a photo of a passport, driving licence, ID card, or residency permit. It must clearly show the name and information you have provided in this form.
Restaurant / company details - You must provide your restaurant name and address during the process. This must align with what we have on record.
Owner details - You must provide the name of the restaurant owner and their email address. Here, please ensure accuracy in spelling.
Tips on completing the form:
Ensure that the information included within the documents is clearly shown and not obscured. This includes both the written (e.g. account number, account holder name) and visual (e.g. ID photos) documentation.
Ensure accuracy in spelling, for instance in any names or addresses included, or the name of the Registered Company or Account.
Provide full copies of documentation and ensure that no pages are missing, otherwise you will see instant rejection.
Only provide bank details documentation issued within the last 12 months. Documentation older than this will not be accepted. This does not include your identification documents.
Frequently asked questions (FAQ)
I can't find my new bank listed in the verification process
We're working to constantly expand the list of banks that our secure third-party verification service supports.
If you can't find your new bank listed during the verification process, contact us in Hub and our team will get back to you as soon as possible to change your bank details manually.
I get a message that says: 'We couldn’t verify you’re the owner of this account'
Try the process again, double checking you entered all details correctly.
Still not working? Send us a support request using Hub ('Help') and our team will get in touch. You'll be asked to complete a form, providing additional proof supporting your request, e.g. a bank statement.
I'm not the authorised account holder of the bank account, can I request changes?
Changes to bank account details can only be made by authorised account holders. This protects our partners against fraud or other risks.
I don't recognise a change to my payment details
Change your Hub password, make sure it's one you’ve never used before.
Edit your bank details to the correct account using the process above.
Review and update who has access and Admin rights in Hub by going to the 'Team' page.
Get in touch so our team can investigate right away.