Why is my payment verification not successful on Shopify?

[Adderex]

Hi, I submitted all the required documents to verify for Shopify payments on friday. However I it now says that the information that I provided can not be verified. What do I do now?

[Trevor]

Hi, @Adderex. 

Could you clarify if you've been provided with a new document upload option? If yes, then you'll want to supply the requested documents while ensuring that your images are: 

1. Showing the full document - If corners are cut off then the document will be rejected 
2. Are clear, and do not have a glare - If the document isn't readable, or if there is a glare, then it will be rejected 
3. Are valid - Documents need to be valid, and not expired. Proof of address needs to be a document from within the last three months

Let me know if you have any questions. 

[Adderex]

No I have not been provided with a new upload option. It say that I should contact your support.

and about the documents provided it is a valid driver’s license and a bill from my bank that shows my full name and address and it is only a few days old. However The picture doesn’t show the whole document only my name and address.

[Spennyfc14]

I am having pretty much the same problem. I’m uploading a perfectly clear image of my drivers license and utilities bill but it seems to not be working because there’s no continue or ok button at the bottom when I’ve entered everything. 

[Trevor · Accepted solution]

@Spennyfc14 @Adderex 

Thank you for the context.

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!