Update ID Documents - it does not work - URGENT

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Hi there , 

We have set up a shop and have been regularly working with it for already 4 months. 

Recently we  have received an email to upload ID or Passport to verify the identity of one company director.


We have uploded several times both passport and ID as requested, but we are still seeing the aller message:

"The photo ID you uploaded was not valid. To continue using Shopify Payments, resubmit another person’s photo ID in order to verify your identity"


Our payments out are blocked and we do not find the way to talk directly with anyone from Shopify.


If someone can help, it would be great.