Urgent: Submit your photo ID to verify

[Waysideopshop]

Hoping I can have some assistance on the above topic. Our shopify is under our business name and entity. When required I.d is needed who's I.d should we provide. And also will the site be shut down if not given by tomorrow afternoon? Help!! 

Url: https://wayside-chapel-op-shop.myshopify.com 

[Ren]

Hi @Waysideopshop, 

This is Ren from the Shopify support team, here to help. Thanks for your post! When it comes to submitting ID for verification for any shop, the person who opened the account as the account owner is required to submit a picture of a piece of government-issued photo identification as well as any supporting business documents as requested.

The account owner can use the banner that appears on the homepage to upload the necessary files. While the verification process is happening, you can expect your payouts may be put on hold but the store generally remains open and customers can continue to place orders.

So to summarize, the person that opened the account and has their name listed as the account owner must be the one to submit the documentation. Let me know if you have any concerns about that or require any further clarification. 

[Waysideopshop]

Hello, thank you for answering we uploaded the I.D for the person who opened the account however it was not valid..what does this mean? Is there a way you can look into who's i.d is required? 

[Ren]

Hi again @Waysideopshop, 

Was there a specific error message along when you attempted to submit the ID? Can you try again and make sure there are no extra spaces in the information fields (like next to names, etc) and double check for any spelling issues. Also, please make sure you are providing JPG or PNG files during the secure upload. Let me know how that goes! 

[Stus]

Hello, I too have been unable to download ID that is accepted. My payouts are now on hold. I have spent 3 days asking support for their help to no avail except being told that someone will look into it over the next 72 hours. This timeline is unacceptable. I have exhausted all avenues of help. Can someone please advise / recommend anything ?

[Ren]

Hey @Stus, 

Thanks for your post.

It sounds like you've done all the right things in terms of reaching out to support for help and it sounds like your query was sent to the appropriate team for looking into this issue for you. I understand a 72 hour timeline feels quite long during this time and your patience is appreciated while the team reviews your ticket.

Due to the sensitive information being processed, a very specific team must handle this type of request and so long as you have reached out and have opened a ticket, you are on the right track. Please keep an eye out for a follow up and be sure to check your spam folders too. 

[Waysideopshop]

Hello,

I resubmitted a passport as there was another notification saying the I.d given needs to match the account name given which it does but still not accepted. 

Will this be looked into by someone over the next 72 hours like the above person said? To avoided disappointed users I would highly suggest adding the i.d verification during the opening of the account not after a website goes live, it;s quite stressful and not clear as to when this will be resolved. 

Please let me know a timeframe. 

Thank you

[Ren]

Hi @Waysideopshop, 

Just checking in to see whether this has been resolved for you.

I am not able to gauge a more specific time frame without looking at your personal details, though, in the event that you need further assistance please let me know and I can reach out via secure email due to the discussion of sensitive details. Don't forget, we always have 24/7 live support available so if you are looking for more immediate assistance you can always reach out here. 

[Stus]

Thankyou for your reply, I have been advised that this matter has been
resolved however I am still waiting to see when pay outs recommence after 6
days of none.
Thankyou

[Ren]

Hi @Stus, 

Did they offer a timeframe on when your payouts would become available again?

You should be able to view your payout status from your admin by going to Shopify Payments > View Payouts. There you should see your previous and next payout as well as the estimated date you'll receive the payment. If this information isn't present, you'll want to reach back out via email and let them know. 

[murtazaameer]

hi guys , i am getting this message on my home portal as well.

There is no place i can submit my IDs, i will appreciate if Shopify also give link to upload those documents.

Regards

ameer

[e_toppo]

i have also got this problem and cant find a way to update my id? i don't even know why I should need to, nothings changed? helpp!

[LFM]

I am also seeing the same notification, to upload by the 28th but the link it gives just takes me to Shopify support, no form or anything to upload any ID. It would be great to have clarification of what needs to be done here!

[sandersds]

Hello,

I have also recently got that message where I had to give my ID so that my Shopify Payments payouts would no longer be on hold.

I uploaded a photo of my passport, sharp and no distracting background. Yet it is somehow rejected and they say it is not valid. While it is valid. And now it says ''If you want to continue using Shopify Payments, you'll need to resubmit your Photo ID to verify your identity. ''

Hopefully you can help me with this.

Regards, Sander.

[Ren]

Hi @sandersds, 

Thanks for your post. You'll need to be sure that the ID you are submitting is a picture of a piece of government-issued photo identification, along with any required supporting business documentation.

You can feel free to reply to the email to ask for clarity on what they need. Some ID isn't considered valid so your best bet is to submit a passport or driver's license.

[Waysideopshop]

Hi there,

Unfortunately it has been 7 days and still nothing has been changed. The notifications are still on our backend homepage. Is there someway we can look into this deeper? Via email?

For the immediate support link you gave it takes to me to here, nothing on the page. Even when I sign in. 

This forum seems to be the only place you can receive support responses.  

Thank you

[Ren]

Hi @Waysideopshop, 

Thanks for the screenshot there. It looks like that could be a browser related issue so definitely try clearing your cache or attempting to access the Contact page from another browser. In any case, I am so sorry you've been having trouble getting through. We are experiencing a very high volume of support requests due to the current circumstances.

I have reached out securely via email, please respond as directed when you get a chance and we can proceed with a closer look into your account. 

[Timpiete]

My Shopify account is asking for a photo id verification, but the person who started the Shopify account is not anymore the owner and therefore it is asking for their photo id. How can I change this so I am the one who can submit my Id? I changed the name under settings but it is still asking for the original owner's id. 

Thanks- Tim  

[Ren]

Hi @Timpiete, 

Thanks for getting in touch about this. I have reached out to you via secure email. Please follow the directions in your reply and we can proceed with having our Accounts team take a closer look at this for you. If you have any questions, just let me know. 

[ttan]

Hi @Ren ,

I have received my payout for my first order but I see the message below on my home page:

Would like to check if it's acceptable for me to blur out sensitive information such as my identification number when submitting my photo ID? As it a PDPA law in my country- Singapore that our identification number should not be shared with anyone.

Kindly advise. Thanks very much.

[Ren]

Hello @ttan, 

Thanks for getting in touch with your question. The best thing you can do is to submit your ID however you feel comfortable doing so. When clicking Upload Documents, if there is an area to add notes you can explain your actions there. Otherwise, the team responsible for receiving these documents will get in touch if there is an issue and you can always describe to them your situation at that time. 

Hope that helps! 

[LEDClever]

Hi There,

I am also having the same issue.  We are being asked to verify the ID of someone on the account that isn't involved anymore.  How do we change the individual so we can then verify them?

Any help would be greatly appreciated.

Many thanks!

J

[Ren · Accepted solution]

Hi there,

This is Ren from the Shopify Support team. Thanks for reaching out and I am sorry to read about the issues you're running into.

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, email, or callback.

Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

[MathieuRoss]

Hi, I’m experiencing a problem with the ID submission process. I upload the images but there’s no other button to click on to submit them. What do I do?

 

[Ren]

It looks like you are trying to submit using your mobile browser. It's possible that there is a small incompatibility or the mobile browser needs to be updated. I recommend trying to update your mobile browser or logging onto a desktop to complete the process in Google Chrome.

Fingers crossed that does the trick! 

[sergiog]

Hi,

I've uploaded my ID to complete the final step of the process to enable payments, however, when I click "submit" nothing happens, and it appears I am still not validated. I've already uploaded both an ID card and a passport. Why isn't it working, this is very stressfull and I already paid for 2 years of Shopify. If this is not fixed I am going to ask for a reimbursement immediately.

Thank you

Sergio

[Ren]

Hi @sergiog, 

Thanks for the reply, I'll do my best to help you out here.

In the event that this is a browser related issue, can I get you to please attempt this from a different browser as well as from a mobile browser if possible? (or vice versa if you're currently trying from your phone). 

If the issue persists, please be sure all of your browsers are up-to-date and reach out to our Help Center were we can open your account as assist you further. 

Let me know how that goes! 

[Mbuzz49]

YES same issue here, I enter my social due to Shopify saying I need to upload more documents, and the submit button doesn't work, and I cant take credit card payments. 

[Ren]

Have you tried from a different web browser? 

If that doesn't work, we will 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, email, or callback.

Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

[Everwear]

the same thing is happening to me 

[LukeLabombard]

Hello, I have a similar problem that @Timpiete had. Please reach out to me via secure email.

Thanks.

[Ren]

Hi @LukeLabombard, 

Thanks for reaching out.

We've updated our process and now require you to contact our Help Center directly for assistance with account specific issues.

You can get in touch through live chat, email, or callback by visiting https://bit.ly/3cJkx8V and logging in to your account to create a support request. Take care!

[aaliyahlanai]

Uhm I need help, how do you change the name of the person that it says to submit the document if you made a new owner?

[ChelseaMilner]

hi, 

I am having the same issue, however my account is not letting me upload an image at all. Can you please help?

Thanks, 

Chelsea 

[Rowi]

Shopify has no direct customer care to solve such problems. I face same issue with my ID verification. Up till now, my account is still on hold because the system keep rejecting my ID. Now, the submit button is stuck and cannot allow me submit my documents anymore.