The document you submitted couldn't be verified. Please contact support to complete the verification

Zahid71
Tourist
4 0 0

Hello,

I have been trying to activate the Shopify Payments with my UK LTD documents but everytime I'm sending my company registration papers, it says me "The document you submitted couldn't be verified. Please contact support to complete the verification." I tried sending only the certificate and again I tried sending the document where is my company details are given such as Principal Business Activities, Registered office address, Details of Officers of the Company and many more information. But it keeps telling me that I need to provide more information. 

 

I tried to contact in the live support and they always provided me a ticket number referring to other stuffs for this issue but none of them cleared me about which papers are actually to send. I have been just looping into the same thing from the last few days.

 

I provided all of my information already such as business registration number, business address, my address and passport and all the things they asked for. What else I need to provide more??

 

My passport and bank statement for address verification are already accepted as I see they don't ask for it anymore. I'm just stuck at the business registration document but everything there is fine and correct.

 

Please, please tell me specifically that what papers and what information you guys additionally need more?? I can't go for the third party payment gateways cause those are not available here in my country and some of them are not beginner business friendly like me.

 

Also, I'm not getting enough clear replies from the staffs from the merchant verification team. I'm always left uncleared with my situation.

 

Please help me about it. I'm sure that my papers are all correct.

 

Thank you.

Replies 3 (3)

Ollie
Shopify Staff
2332 454 397

Hey @Zahid71.

 

Thanks for reaching out. 

 

I appreciate the context that you have shared with us as that is very helpful! Since we do not have direct access to store or account-specific information from the Community forums, we are unable to view the specifics of this. Did you happen to respond to the most recent email conversation with our live support, by any chance? They would be in the best position to provide you with further support and insight on the documents that may be requested. 

 

If you are unable to find the most recent email with our live support - I encourage you to reach out to our live support by navigating to the Help Center. When you arrive at the Help Center, you will need to let the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 

 

Let me know if you have any questions.

Ollie | Social Care @ Shopify 
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Zahid71
Tourist
4 0 0

I contacted a lot of time in the support about this issue and I was always referred to a ticket number which was under a staff member from the Merchant Verification Team. My issue was not resolved as their response was not clear and helpful. I asked them what information they need more but they never answered it saying I can't be accepted for shopify payments because I'm from an unsupported country.

 

But for the registration, I used my valid UK Companies House information. I have a legal valid UK LTD registered with UK Companies House with a valid business address. I don't live in the UK but this should work right? As I'm registering as a company and not as an individual??

Here in my country, there are many people who are using shopify payments using their own personal details (for address verification and other stuffs) and their valid UK LLC/LTD. They were approved right after their registration. But why is it stopping me?

The payment providers available here are not easy to get for the new businesses. Also, I can't use stripe because they don't allow dropshipping and can't use paypal cause they put a lot of hold on the funds randomly. That's why I'm trying for the Shopify Payments.

 

I would like to know that how the guys here in my country was approved to use the shopify payments gateway using their registered UK LTD/LLC without actually living in the UK. 

 

Please clear this to me as the actual staffs from the appropriate section for this never answered me clearly. 

 

Thank you. 

Shay
Shopify Staff
2840 442 578

Hi @Zahid71 

 

Thank you for following up with that information. I understand your concern and that you are looking for more details about why you are not eligible to use Shopify Payments for your business. Even if you are attempting to register your Shopify Payments account with a UK based business, that does not guarantee that you will be eligible for Shopify Payments. Each business is assessed on a variety of factors before a decision is made. 

 

If our team has followed up with you to let you know that we cannot support you on Shopify Payments, then there isn't anything more we can do at this time. To protect the integrity of our security systems and checks we have in place, they may not be able to provide you additional information as to how they came to this decision. You will need to look at alternate payment gateways for your business to continue accepting payment through your online store. 

Shay | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog