Dear Shopify staff
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.
Please help ASAP
Solved! Go to the solution
Eunice here from the Shopify team, thanks for posting.
If the 'submit the document' button is unresponsive your browser cache and cookies might need clearing. I recommend clearing those and trying again. If you're still running into issues then there may be something we need to look into on our end.
Once documents are submitted, it can take up to 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 Shopify admin. When uploading the documents, you'll want to ensure that your images are clear and provide all of the requested information.
Let me know if clearing the cache and cookies works for you. If you're continuing to have issues, feel free to respond here. Please note: - I'm not constantly active in the Community, so for urgent assistance, it's always best to contact Shopify Support directly.
Nothing works, I did what you wrote me, even changed browsers, devices,. everything. but nothing works
How do I proceed? I cant make a sale due to my account being stuck with error in the verification process (i can make sale but payments are on hold)
Can you please look into this. I have all the documents and are happy to send but Shopify keeps showing this error no matter how I upload the documents
We are having a very similar issue which dates back years. I am new to the company and am trying to resolve this for our Directors. I am struggling to contact anyone through a phone number or email. Can someone raise a ticket please and help me to get this verification as it is causing Shopify to withhold funds and we really need to get this sorted - please email email@example.com
Welcome to the community, and congratulations on your new role!
I have gone ahead and sent you an email to your community email address. It's worth noting that only the account owner can discuss account matters. If you're not the account owner I urge you to ask them to contact Shopify Support directly. Otherwise, I look forward to hearing back from you via email.
@Gloucester Thank you, Vicky. We'd need the Account Owner to contact Shopify Support directly. Clicking on this link here will take you to our contact support page. From here the Account Owner can either chat online with a Support Advisor or send an email:
Please let me know if they run into any difficulty with this.