My information couldn’t be verified

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Hi, I’m trying to set up shopify payments and it asked me to submit a photo id. After submitting my id it says my information couldn’t be verified, i’ve tried several times to resubmit and send different documents but nothing has worked. My payments are on hold and tomorrow is my last day to verify my account. Is there a way I can fix this issue or is there a number or email I can contact to have someone help me verify my account?? I’ve been trying to find a customer service number or email but I haven’t had any luck

Reply 1 (1)

Shopify Staff
2040 223 326

Hey @briana1,


I am sorry to hear that you are facing this issue. Often, when it comes to this error message the image uploaded of the ID is not clearly legible enough, some detail is not present, or the details do not match the information that was inputted upon signing up for Shopify Payments.


It looks like we'll need to access your account in order to resolve this issue. While we're not able to provide account-specific support via the Shopify Community at this time, we'd be happy to continue assisting you through live chat.

Please visit and log in to your account to create a support request and connect with a live agent. 

Moira | Social Care @ Shopify
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