Why are all my payments still pending after account setup?

[karliee]

Hey there, 

So I have set up my shopify and started selling my products but all my payments are 'pending' which is really concerning me. I have applied my business details but never used a piece of identity to verify my account as my passport is out of date. 

Will this stop my account being verified?

If not, when will my account be verified so I can get paid?

[Moira]

Hey @karliee,

Thanks for reaching out in the Community today!

It is important to note that our team would require all the documents requested, including proof of identity to verify your Shopify Payments account and remove the payment hold. 

An out-of-date passport may not be acceptable, and you will need to provide another form of valid identification. For more details on information and document requirements, refer to the full list of accepted document types for each country.

When uploading documents for verification, it's important to note the following:

Government-Issued Photo ID:

• The ID must be a standard government-issued photo ID. Commonly we accept driver's licenses, passports, and federal identity cards. 

• It must be a photograph taken using a camera, for example with a cellphone. We cannot accept scans or copies of IDs. The photo provided must be high quality, clear, and in colour, we cannot verify with greyscale or scanned images.

• All edges should be visible (nothing cut out of the picture). No information can be redacted or covered.

• There cannot be any watermarks over the images, and they should not be edited in any way.

• It must completely match the name on the Shopify Payments account. 

• The date of birth on file must match the provided ID.

• Only the "front" of a passport is required (the full open page where their photo is), we do not need an image of the back of a passport.

• It must be valid, we cannot accept expired IDs.

Address verification documents:

• Personal name and address must both be visible on the document.

• The name and address will need to match the information on your Shopify Payments account to be verified.

• If our banking partners are requesting an address document for the representative or one of the owners/directors, you will need to upload a document showing your name and residential address.

• If our banking partners are requesting an address document for your business, you will need to upload a document showing the registered business name and the officially registered business address.

• Do not cover or blur any of the information on the document.

• If a driver’s licence was used for the Photo ID request, it cannot be used a second time to verify the personal address. 

If you have additional questions regarding the documents you submitted, I encourage you to contact our support team via the Shopify Help Center.

[karliee]

Thank you so much for this, Moira. Where do I go again to apply this documentation?

[Moira]

No worries! A banner prompting you to upload the required documents normally appears on the homepage of your admin. Have you had a chance to check that area? 

If you don't see the banner on your homepage and you received an email regarding the verification, please respond to the email and advise the agent who reached out about the absence of an area to upload your documents in the admin. This reply goes directly to the verification team and they can ensure there's a place for you to upload those documents.

If you didn't receive an email, you can visit our support page and our support team will follow up with the verification team on your behalf. 

[karliee]

I have not received an email yet regarding the verification documents.

[Moira]

No trouble, please get in touch with our support team right here! 

[karliee]

Moira, 

I clicked on the 'right here' button and nothing but a series of letters and numbers popped up. Where can I locate the place where i need to put my documentation in ? Can you guide me through this?

[Moira]

If you have not received an email or do not see a banner in your admin to upload the required documents, you will need to get in touch with our support team.

We offer live chat via the Shopify Help Centre here: https://shopify.link/mLA. You'll need to communicate with the Help Centre Assistant. If you still require assistance after typing your question in the chat box you can select the option 'I still need help.’ After selecting 'I still need help’ you should be presented an option to 'Select a store’ and connect with a support advisor.