How can I resolve my account hold due to location confirmation document?

[Mattia2]

Si

 

Hi I’m Mattia and I have a store but my account is on hold because we have to upload a document to confirm the location, we have tried to upload it a few time but the announcement of upload it is still there and our account remains in hold. We don’t know what to do, if you can ,help us. Thank you

[Greta]

Hi, @Mattia2!

Thank you for your post, and I'm sorry to hear you're having trouble verifying your account. 

There may be information missing from the document you uploaded to verify your address. To get this resolved and figure out what you need to provide us, I recommend reaching out to our live support team. I'm unable to provide account-specific support through the Community Forums, but if you get in touch with us through the Help Center, we'll be able to take a look at what the issue is. When it comes to reaching out to our live Support line, I'll provide some steps here to make it easier.

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Log in (recommended) or Continue without logging in
3. Select the support topic that best suits your inquiry (such as Account or Store settings)
4. Scroll down to where it says Get support and select one of the available support options

Once you're connected to a Support Advisor you can explain that you've uploaded the requested document several times but it has not been accepted. They'll be able to check with the escalated support team that is handling your case and make sure everyone's on the same page about what's needed to go forward.

I hope this helps — please let me know if you have any other questions! Thanks again for your post.