How can I get my ID verification accepted on an ecommerce platform?

[ROWOSTHLM]

It seems to be impossible to get my ID verification accepted, it is even unclear where to do it. When I click on ID submission banner I am forwarded to the page where I am supposed to upload an electricity invoice verification. I did that, but still the payment options were not activated (this is in Sweden). It says I should contact support, but support wouldn't respond... I've heard Shopify was a really smoot platform, but unfortunately, not my impression at all. Any help here? Thanks!

[Lana · Accepted solution]

Thank you for all of the details on this. I understand that the wait is frustrating here. It does look like this is something that needs to be corrected on our end, so you have taken all of the right steps in reaching out to our live support with this.

Please make sure you are checking your emails regularly, as well as the spam/junk folders because sometimes our emails end up there. It can take some time for our banking partners to review this and get back to us, but as soon as we have an answer, we will be in touch. 

I appreciate all of your patience in this so far! 

[Lana]

Hello @ROWOSTHLM!

I understand this is frustrating. When did you submit the bill for verification? Were there any issues upon submission such as an error or did it go straight through? 

In the case that there was an error, could you please let me know what it says or if it gave any other steps? The reason that you might still be waiting could be related to when you submitted the documents as they need time to be reviewed by our banking partners. 

I understand you were having some issues when you contacted support, but if you find that the issue is taking a while I do recommend you get in touch with our support here because we can check this for you on our end to give you an update. 

[ROWOSTHLM]

Yes, it's a very painful start surprisingly, no seamless flow at all, but at least you're willing to help. The errand number is 29087474, 4 days of no reaction, what would happen if I ran into problems when the shop is established? Anyway, I was sending the copy of the bill 4 days ago and then repeated 2 days ago. Your interface wouldn't tell if the submission was Ok, so I don't even know whether it was received. Then there was a request of ID, but as soon I click on that request I am forwarded to the request to sent the copy of a bill. Do you have a link for ID?

Step 1 - send ID:

Step 2 - upload bill, but where to uppload ID:

[ROWOSTHLM]

English version:

[Lana · Accepted solution]

Thank you for all of the details on this. I understand that the wait is frustrating here. It does look like this is something that needs to be corrected on our end, so you have taken all of the right steps in reaching out to our live support with this.

Please make sure you are checking your emails regularly, as well as the spam/junk folders because sometimes our emails end up there. It can take some time for our banking partners to review this and get back to us, but as soon as we have an answer, we will be in touch. 

I appreciate all of your patience in this so far! 

[ROWOSTHLM · Accepted solution]

Support solved it, late though. Thanks for your effort.

[Harry38]

@Lana 

Hello please help me as I am new and I need to verify my id but everytime it seems to reload and not doing anything any helps thankyou

-harry