Why is my payout on hold?

[kesvir]

Hi

I have opened a new store.  There is a message to contact you as my payout is on hold.

Can you help

Daksha Mistry

www.kesvir.co.uk

[Greta]

Hi, @kesvir!

Thank you for your post. Could you tell me a bit more about the message you received about your payouts? Is there any information requested from you? If you'd like to share a screenshot of the message, that would be great. 

I look forward to helping you out! 

[kesvir]

Here is a screen shot of the notification opened and the page it shows when I click into the notifications that say Information needed to continue using Shopify Payments.

This is a screenshot of the Home page of my shopify admin.  This is where I have uploaded the following jpg images of: My passport: my credit card bill showing my address: My driving licence: my Company registration document: My 2 bank statement with my address for the company and few other documents, I have lost track of in the past 3 weeks.  Please note although your customer service seems to say we can upload pdf documents, clearly it does not let so I have had to convert all my pdf to jpg and take photographs of the all the documents and send them. It is a nightmare. The big Irony, I already run a succesful Shopify store for 6 years now and it will not accept image of the invoice I have upload for this either.  What next????????

[Greta]

Hi, @kesvir.

Thank you for getting back to me and sharing those screenshots. I'm very sorry to hear about all the trouble you've gone through trying to get this figured out. I recommend first trying some local troubleshooting such as clearing your cache and cookies or using an incognito window to see if that eliminates the error. If not, you can get in touch with our live support team through the Help Center where we can investigate the issue and escalate your case if necessary. When it comes to reaching out to our live support line, I'll provide some steps here to make it easier.

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Log in
3. Select the support topic that best suits your inquiry (such as Account or Store settings)
4. Scroll down to where it says Get support and select one of the available support options

I hope this helps — please let me know if you have any more questions.