Why is my Shopify payment on hold and not submitting my verification?

[Nimsayhome]

Hello Everyone,

I am running a store and had added Shopify payments. But now, It is showing that Shopify payments are on hold. and asking me for verification, I have added CNIC front and back an an utility bill for address verification. But when I click on submit, its not submitting.

Please tell me what to do now?

Thanks

[Kitana]

Hi @Nimsayhome, sorry to hear you're not able to submit those documents. Let's see if we can figure out why this is happening. 

The first thing you want to check is if the document you're trying to submit is in the right file format. Usually the platform will accept PNG, JPEG, and a couple others but these are the main ones when uploading any photos. Double check that the document is not in another format.

If you have checked and it's the right file type, you'll want to go through these troubleshooting steps:

• Ensure the web browser is up-to-date on the latest version.

• Clear the cache and cookies in your web browser (in Chrome, use the "all time" time range).

• Try using a different web browser. (If you're using Safari, try using Google Chrome)

• Try another device, such as another computer or a smartphone.

If you are still having any issues with submitting the information please reach out directly to our support team and they can help you more with this.