Shopify ID Verification Issues

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Tourist
9 0 0

Dear Shopify reps,

I am stuck with the verification process, would you please take a look into this matter?

I have uploaded verification documents, however an issue came up saying that my name wasn't similar with the name submitted on the documents. I changed the name and tried uploading the documents but the problem is that whenever I upload a document, submit it and refresh the page a reddish box pops up saying 'submit the document' which I already did.

I look forward to hearing from you at your earliest convenience and thank you in advance.

Chris 

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Shopify Staff
Shopify Staff
1057 62 124

Hi there @cwchanbl!

Don here from Shopify.

Thanks for letting us know about this!

The first thing I would check in instances like this where you're seeing a loop of sorts when trying to complete a form online or submit something like this would be to check out your browser.

First, ensure you are using a supported browser and then clear its cache and cookies to see if this eliminates the issue.

You can also try out using a different browser to the one you would usually use to interact with Shopify to see if you can upload from there.

If you still see this happening after checking the above, can you click into this site and copy and paste back the short link you are given there in your reply here so we can check out some more info on your browser.

All the best!

 

Regards,

Don

Don | Social Care @ Shopify
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Tourist
9 0 0

Hi @Don,

Thank you for getting back to me so quickly. I followed your instructions, however the I keep seeing 'Your payouts from Shopify Payments are on hold while we review your account' with the 'contact support' button on my admin page. I've already provided documents from my bank and I don't understand why I am stuck for the past few days. I cannot publish my website until this is sorted.

As requested, here's the link you ask for: whatsmybrowser.org/b/UN7JH

Thank again @Don and I look forward to your response.

Chris

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Shopify Staff
Shopify Staff
1057 62 124

Hi again @cwchanbl!

Don from Shopify once again.

Thanks for that update!

It sounds like you have since been able to submit those documents okay, so we would no longer need to look into troubleshooting your browser.

If you don't see a notice asking you to upload those documents in your admin any longer, we can assume that the upload has been successful and these documents will be reviewed.

You would still be able to accept orders and payments via your store while this is being reviewed by our banking partners, so if you wish to go ahead and launch your store you should be good to go.

Would you mind sharing a link to your store here so I can take a look?

Do you have anything else you need to work on as you get closer to launch day?

 

Regards,

Don

Don | Social Care @ Shopify
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Tourist
9 0 0

Hi @Don,

Thank you for the update and I will wait for my documents to be reviewed.

My website is lawyered.ie, it's password protected however. I am at the very final phase now before launching, I just want to make sure everything is verified and issue-free before launching.

I will post here again if I run into the loop again! Thank you @Don for your help!

Chris

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Tourist
9 0 0

Hi @Don,

It's me again, the issue came back, I keep seeing 'Your payouts from Shopify Payments are on hold' and that 'The photo ID you uploaded was not valid. To continue using Shopify Payments, resubmit your photo ID in order to verify your identity.' and a 'submit document' button.

Can you please look into this matter please? this is beyond frustrating... 

Chris

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Shopify Staff
Shopify Staff
1057 62 124

Hi there @cwchanbl!

Don from Shopify once again.

Sorry to hear about that but let's see what we can do to help out.

Could you let us know exactly what sort of ID you are uploading here (driver's licence, passport, etc) and that it is in your own name?

You mentioned earlier that you had had to change the name on your account to match your documents, can I presume they are matching at the moment?

Just one more thing to check for now, which sort of document are you being asked to upload there; is this personal ID or a document relating to your business?

The more information you can give us here the better we will be able to understand and help out.

Thanks!

 

Regards,

Don

Don | Social Care @ Shopify
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Tourist
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Hi @Don,

So I just checked, I still see 'Your payouts from Shopify Payments are on hold while we review your account'.

I uploaded a bank statement with my current address and my legal name on it, the address is the same with what I have in setting.

When asked to re upload documents, it ask me to upload something with address, and I couldn't upload my passport along with it (just 1 file allowed)

Are there more private way we could communicate?

Chris

 

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Shopify Staff
Shopify Staff
1057 62 124

Hi again @cwchanbl!

Don from Shopify once more.

Thanks again for the update!

I conferred with one of our specialist teams internally, who advised us to escalate this to them for review.

I'll be sending out an email to the address we have on file for you here shortly, if you can just reply to that we can verify your identity and proceed to review this securely.

They'll be able to take a look at this for us and will reach out to you there in turn if anything further is needed.

Keep an eye out for my email shortly and we can take it from there.

 

Regards,

Don

Don | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
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Tourist
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Hi @Don,

Thank you for the follow up! Please verify my information. I can provide further documents for verification purposes, let me know!

Chris

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