Thanks for getting in touch and providing a screenshot - that's very helpful.
My recommendation is to check and make sure your documents appear clearly (no glare, all words legible) and try again. Also, I recommend attempting to clear your cache or trying from a different browser altogether. Let me know how that goes.
I am from Portugal and i am currently living in the UK, i have done the settlement already and i am renting a house with all the bills under my name. I have created a dropshipping store and i've already made one sale. Shopify payments asked me to validate my ID and i submitted first the Passport and they said it need to be a colour Photo ID, so i've submitted my Portuguese drivers license and they've declined it too. What should i do? Thank you
This is an accepted solution.
This is Ren from the Shopify Support team. Thanks for reaching out and I am sorry to read about the issues you're running into.
It looks like we'll need to access your account in order to resolve this issue. While we're not able to provide account-specific support via the Shopify Community at this time, we'd be happy to continue assisting you through live chat, email, or callback.
Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!