Shopify Payments information couldn't be verified

[LuneSky]

It's been more than a month since I have been waiting to get my ID verified, is there anyone who faced or has been facing the same issue? I sent multiple emails to customer support but it is still pending, any suggestions will be highly appreciated. 

Regards,

[Mac]

Hi, @LuneSky!

Thanks for reaching out in our Community forums and sharing your concern. I’m happy to help.

I understand how important it is to have your information verified and I want to ensure that all of the necessary steps have been taken. My first suggestion would be to check your Shopify Admin to see if there is a banner that states that you need to submit some further documentation in order for the team to successfully review your account. For instance, here are a few common issues when trying to upload documents: 

• The full document is not provided in the image. Edges and corners can not be cut off as our banking partners will not support these images.
• The image is not clear. If you are getting this error, then you will need to retake the image and try the upload again. 
• The name on file for Shopify Payments does not match what is appearing on your ID - We'll need to fix this on our end. 

If you do not see a banner, or have not been contacted from our support team via email, I suggest getting in touch with our live chat support so that our team can verify if your request is being worked on and in the correct queue. You can do so by visiting our Help Center and log in to your account to create a support request. 

Talk soon! 

[LuneSky]

Thanks for your suggestion. I have tried all that you mentioned but nothing
is working out. I have tried to upload again but not allowing me to submit
the updates and showing me an UNKNOWN ERROR notification.
I got tired of asking about the problem to the support staff. All they are
doing creating a ticket and solving nothing.

[image: Snip20220829_1.png]

[Mac]

Hi again, @LuneSky!

Thank you very much for getting back to me with that additional information. 

I understand the urgency of this and will do my best to ensure that your matter is being taken care of. Our community forums team is not able to review tickets since we aren't able to authenticate your store account, so my best suggestion would be to reach out to our Support team via live chat and ask them to confirm that your ticket has been escalated to the appropriate team. From there, we will  need to wait for our support to review the ticket and follow up with you.

Also, I noticed that you sent a screenshot. Are you able to click on the Insert Photos button on the toolbar and attach it that way?

Thanks again for your understanding, and let me know if you have any questions!