Urgent: Submit your photo ID to verify!!! Problem experience by many users - UK

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New Member
2 0 4

I am having a similar issue with uploading and verifying ID.

I received a notification last week stating 'The documents you uploaded were not valid. To continue using Shopify Payments, resubmit them in order to verify your business.'

I would have uploaded ID documents over a year and a half ago with no issue. Not sure why I am being asked to verify ID documents out of the blue now. I have tried numerous times to upload the very same documents again but cannot get it to work. The ID is still valid. I am getting an error message 'The photo ID couldn't be verified'

It is very frustrating that you cannot contact Shopify anymore to assist with issues like this. Can someone from Shopify please contact me to resolve this issue before this impacts my payment collections or payouts.

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Tourist
4 0 0

Where do you find their contact info? I’m having the same problems 

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New Member
5 0 0

I understand the difficulty in trying to actually find contact. 
In order to find support follow the steps below:
1. Got to Shopify’s websites home page.
2. Scroll down to the footer menu and click ‘24/7 support’
3. From here you’ll be asked to enter a topic of concern. Enter any topic of concern, press search. 
4. On this newly loaded page, scroll down to the bottom. Here you’ll see a heading ‘Get support’ and a button ‘continue.’ Press continue.
5. You should now be on a page where you can make contact with Shopify via email, chat, twitter or phone.

I hope this helped! 

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Tourist
4 0 0

What else did you do? I seem to be in the same situation, I really need help! Where and how did you contact Shopify support ? 

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Tourist
4 0 0

i can’t find the exact topic! If I may ask what did you put for this exact situation

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Shopify Staff
Shopify Staff
1037 87 115

Hi everyone, 

Ted here from Shopify, thanks for posting your queries. 

As there are quite a few of you with the same request, I'd recommend contacting our support directly for more info.

To contact our support, you are welcome to contact us here on Twitter or here on Facebook. If you would prefer to speak with our live chat, callback or email advisors, you can access these channels through our Help Centre.

When on the Help Centre page, you should see Support > Contact Support in the main menu or there's a Contact Shopify Support button near the end of the page. The Help Centre will try and suggest guides first to resolve your query, however, if none of these suit your needs then please keep clicking the Contact Shopify Support button at the end of the page instead. 

In some cases, Chrome extensions and cache can interfere with the Help Centre's login/authentication process and you might experience a "loop" when trying to contact our support. If this happens, I'd recommend clearing your cache or log out of your Help Centre account and access our support as a guest instead as shown in this short video. Our advisors can authenticate the account later if needed. 

Many thanks, 

Ted | Social Care @ Shopify
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