Why is my payment still on hold after submitting address verification?

[shahzad09]

I have been contacting the Support Team for the last 7 DAYS that my Shopify payments are on hold due to address verification, Shopify ask for a utility bill but I used my company business address so I asked them to give me any other option instead of a utility bill. I have uploaded a Letter Of Authority of Address for address verification. Still, it can not be verified and they always say that you will be informed within 24-72 working hours, but did not receive any email for the last 7 DAYS. Shopify support team not even giving any proper response that clears me with my issue. 

Can someone get me a real estimate on how long more I need to wait for this arbitrary review?

[Victoria]

Hi, @shahzad09.

Welcome to the Shopify Community and thank you for sharing your question here.

I can definitely understand the urgency of having your Shopify Payments Payouts hold lifted. It looks as though you've taken the necessary steps to have our team look into your query. 

Since you've contacted support, a support request has been created. It is likely our internal team is thoroughly reviewing your case to provide you with the next best steps and what documents to submit for address verification. The next best course of action is to reply directly to your existing support ticket for further guidance.

In the meantime, you can use a third-party payment gateway to accept payments on your store. Using our Online Payment Gateways resource, you can search by country or region to find a payment provider that best suits your business needs. 

[Ochzaval]

Hello @Victoria I also have a similar problem, that takes max 3 weeks for it to be reviewed, but I always get denied after a few hours, and I have uploaded a Letter Of Authority of Address for address verification as the same, and many other, but still get denied.

What should I do here?

 

[Victoria]

Hi, @Ochzaval.

Welcome to the Shopify Community and thanks for joining the thread.

I understand you're experiencing a similar issue with submitting documents for Shopify Payments verification, however, you're faced with several banners on your admin. 

I encourage you to create a support request via the Shopify Help Center to connect with our support team. The reason I suggest this is that our team will need to take a look at your account and can suggest additional documents that are accepted for verification. You can also refer to our Support Countries for Shopify Payments to view the full list of accepted document types for each country.

If you already have created a support ticket, you'll need to reply directly to it as that is the appropriate team to take care of your request. You can locate this ticket in your inbox, spam or junk folder.

I hope this helps!