Id vertification problems

Sug-kuk123
New Member
4 0 0

After i submit photo of my passport that is totally correct i get this error message "Additional document front file upload can't be blank". Maybe someone at shopify can help we with this matter?

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Ted
Shopify Staff
Shopify Staff
1206 106 128

Hi @Sug-kuk123,

Ted here from Shopify, thanks for posting your query! 

Great question! When this error occurs, it normally means the system is unable to read the ID. Could you make sure the ID:

  • Is in the correct name that you signed up to Shopify Payments with. 
  • Has not expired
  • Is a government-issued ID 
  • The image is in Jpeg or PNG format 
  • There is no glare
  • All four corners of the ID can be seen 

Other than this, there may be an issue with the device or the browser you are using to upload these documents. Please update the browser and clear its cache as mentioned here. Using a different device or browser can help as well. 

Please let me know how this goes! Our live chat, email and callback advisors are also available here 24/7 if you would prefer a faster response. Just click Support > Contact Support in the main menu or our Facebook and Twitter support is also available.  

Many thanks,

Ted | Social Care @ Shopify 
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