Submission of documents for Shopify Payments - rejected proof of address

[Motohaus_ecomme]

Hi, we have been using Shopify, and Shopify Payments, since 2020 - migrating five of our website to the platform, over the last two years.

We have experienced a problem attempting to signup to Shopify Payments for our 6th website, as the documents for proof of address have been continually rejected. It is the same type of document, with the same details, as our other 5 Shopify websites, but each time we submit a copy of our company owner's home council tax invoice (as proof of address of the website owner) this is rejected. 

Is it because the business address (that reflected on the website) is different to the owner's personal address? And if so, how come the other websites have had the Shopify Payments approved and operational for over 18 months. Has there been a change?

Any advice and guidance would be much appreciated. ...It is very difficult to find any contact information on the Shopify website.  

[Don]

Hi there, @Motohaus_ecomme!

While we wouldn't be able to comment on individual circumstances here, I can let you know that the address used in your Shopify Payments setup must match the location of your business.

Would you have gotten an email update about your document submission that you can reply to for more info or to resubmit this?

If not, you can find your options for contacting us for account support here on our help site.

All the best!