Shopify payments on hold, documents not accepted

[Kikico]

"Your payouts from Shopify Payments are on hold

Your Shopify Payments account needs to be verified. You can still make sales while your payouts are on hold.

A document you submitted isn’t valid. To continue using Shopify Payments, resubmit your photo ID in order to verify your identity."

This is what has been on my home screen for about a month now and every time i resubmit my documents it states it isn't valid, i have done this about 6 times with different documents and images and yet it always says the same thing.

[AvadaCommerce]

Hi @Kikico 

Thank you for reaching out here.

The eligible ID photo must be a government-issued ID that is clearly printed and in color, it must also be in date (not expired) and the image you use must be uncropped.

If you still cannot get it fixed, the optimal option is to contact Shopify Support and have them check it for you.

Please click on this link here, log in to your store, then type in a topic in the search bar, for example, "verify your identity " and select Search. On the following page, scroll down to Get Support and click Continue and you'll be presented with options to contact our Support via chat, email, or schedule a call-back. 

I hope you could get around this issue soon and please mark it as a Solution if you feel like this answer is helpful.

[Greta]

Hi, @Kikico!

I can definitely share some information about the issue you're encountering.

The documents you uploaded may not be accepted due to a number of reasons, such as the name on your account not matching the name on your ID (for example, some people put a nickname on their account that doesn't match their legal name), the file being corrupted, or the information on your ID not being legible enough to accept. The fastest way to get to the bottom of this issue is to get in touch with our live Support team through the Help Center. You can let them know the issue you're running into, and they will check in with our Shopify Payments specialists to see what error is causing the documents to not be accepted. You can reach out any time, and we're available by live chat, email, or callback! 

I hope this helps. Please let me know if there's anything else I can help you out with.