Verify other people’s identities by Wednesday

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New Member
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Hi!

Shopify is asking us to verify our identities and when trying to upload our Id's is really impossible. We have tried multiple times an it keeps giving us messages like: "The photo Id couldn't be verified" or document front can not be empty". I am really frustrated. Can somebody help me?

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Shopify Staff
Shopify Staff
64 2 24

Hi, @piedradetoque!

Welcome to Shopify Community, and thank you so much for your question. My name is Olivia and I work here. 

I can appreciate your sentiments, and I want to help resolve this ASAP with you. I have seen errors like the ones described by you when uploading photo ID for verification. Sometimes the root cause can be one, or a combination of:

  • Photo/scan of ID is not clear enough (always a good idea to try PNG format!)
  • Photo/scan of ID does not include edges of ID
  • Name on ID does not match name on Shopify Store
  • Front and/or back of ID is missing

To help resolve this, double check these details and try again. However, if that still doesn't work, a quick chat with our support team can certainly help address this. We will be able to give you more insight into what is wrong with the ID, and further help you upload it properly so we can verify your information. 

It sounds like this might be a time sensitive issue for your store, so I have actually gone ahead and sent you an email to follow-up. That way, I will be able to access your Shopify Payments information and help get this resolved for you sooner than later. Can you please follow-up with me there and we can continue chatting?

I look forward to your reply,

Olivia | Social Care @ Shopify 
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