How can I get Shopify Payments accepted after multiple document submissions?

[OskarG]

Hello!

I need help with getting Shopify Payments accepted, I have sent the documents needed for my store (copy of ID and adress) but I only keep getting messages that I need to send in the documents again (and no response on my questions by mail). Anyone know how I can proceed?

Please help me! Regards, Oskar 

[Maz]

Hey @OskarG!

Thanks for reaching out here in the Shopify Community, happy to help you out on this.

There can be a couple of reasons why it keeps getting rejected, however I am sure we can help you get to the bottom of this! Can you tell me if there are any banners on the Shopify Payments page that require you to take action, any screenshots would be a great help for me! Also, if you could let me know which country you are setting Shopify Payments up for, that would be awesome.

You had mentioned that you uploaded a copy of your ID and also your address. Just to check, is this a government issued ID? Commonly we accept driver's licenses, passport, and federal identity cards. In addition to this, the ID must be in color, as we do not accept grey scales images. It's also good to check that the name on your ID matches the name on the Shopify Payments account, this cannot be different.

In regard to your proof of address, this will also need to match the details on your Shopify Payments account and cannot be older than six months. A utility bill (heat, water, or electricity) is an ideal proof of address for this. Let me know what type of proof of address you are trying to upload there, so I can cross-check it with your region. The more information you can provide, the better I can help.

Just to note, please do not share or upload any of your private documents here. You can also cross-check our help guide on Setting up Shopify Payments here. Hoping to hear back from you soon.

[OskarG]

Hello!
Thanks for answer! I got a reply from the Shopify support now, it seems that I have to upload o document with all the information needed. I have found a document where all info is included now and wait for the support to make it able for me to upload the document again (not possible now, se attached). Maybe you can help me with that also? 😊

Thanks again!

//Oskar

[Maz]

Hey @OskarG!

Absolutely my pleasure to help you out, and I'm very happy that you got a response from our support now.

Here on the Community forums, we are limited in the support we can offer, as we don't have access to the account details needed to assess and resolve an issue. It's best to continue communication with support for the fastest resolution. When you are having issues uploading documents, then usually our business operations team can offer a workaround to get these documents uploaded for you. If you are in touch with our support already, then the team should be aware of this and get you the help needed.

Since this is the next step, I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!