Dear Shopify support team,
We keep receiving emails from Shopify and asked to "Verify identity" regarding our Shopify Payments account.
We submitted 5 different documents that proof our identity, but still receiving this emails.
Can we get help with this issue, because we do not know why submitted documents are not readable and/or are not accepted.
Thanks in advance.
Solved! Go to the solution
This is an accepted solution.
Once documents are submitted, it can take between 24-72 business hours for them to be reviewed. If the documents provided aren't sufficient, or if the files provided were of poor quality, or not what was requested, then additional prompts will be sent to your account. When uploading the documents, you will want to ensure that your images are clear and provide the requested information. Also, ensuring that your images only contain the document (i.e. no borders, no background objects, etc.) will help with the review process.
It is important to note that our teams would require all of the documents requested. If you are unable to provide one of the requested documents, you would need to provide a comment in the notes box outlining why the document is not included.
I'm not sure if both of you are still experiencing this issue; however, if you are, please reply to the email I have sent you so I can verify the account and have this reviewed.
Hi @Trevor ,
Thank you for letting us know in regards to this.
It seems that an automatic email will be sent approximately 1-2 minutes after the documents have been submitted requesting for the ID to be verified again.
Should I ignore this then given that your stating it'll take 48 hours or so?
If so, why is the email continually being sent?
It's hard to say. Are the emails indicating that there is a problem with the ID? If no, and you're still having issues with this, please let me know as I can authenticate your account to have this reviewed.
Thank you for letting me know. Could you clarify if the emails you're getting indicate that the upload failed in some way (i.e. unclear ID)? There wasn't a screenshot added to your reply; however, if you can provide more details on your issue, then we can take it from there.
Could you clarify what you're having issues with? Are you also seeing problems with uploading documents for Shopify Payments, or are you referring to something else?