Why is Shopify rejecting my uploaded ID for payments?

[MaxLowrey]

Hi, 

Shopify has been asking me to upload a scan of an ID document in order to resume payments from my sales. I have attempted that today, but am running into an issue. When I upload my passport, Shopify says: 'The document you submitted wasn't readable. Try submitting a clearer photograph or scan of the document.' I have scanned and resubmitted the document many times over the past few days. I think the fact that i am setting this shop up along side my son and the name on the payments is under his and not mine (same with this account).

But when I updated my name on the profile from Max to Norman it made no difference? Is there is somewhere else in my profile where I need to change the name used for payouts? Alternatively the error could be to do with something else entirely but I'm not sure what that could be. 

Help would be much appreciated, as I have had this problem for a few days and need it fixing asap,

Thanks,

Norman

[Shay]

Hi @MaxLowrey 

Thank you for the details about the issue you are experiencing. In these cases where the name on the Shopify Payments account may be different then the ID being provided, you will want to reach out to our live support team to have this escalated. 

If your son is a minor, then the Shopify Payments account and the ID submitted will all have to be under the name of their legal guardian. Once the document request has been made to the account owner, the system will automatically decline documents whose name doesn't match. Our escalated team that handles these reviews can assist in getting that corrected. I want to assure you this is a common occurrence, and nothing to be concerned about!

Please either reply back to your last billing email with the request to assist in changing the name associated with the Shopify Payments account for the ID upload or reach out to our live chat support.

To access our live support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available live support options. 

[MaxLowrey]

Hi Shay,

Thank you for your reply, I was on a live chat with Elijah last night and he told me I would receive an email asap to reset the name. I have waited all of today for this email, I understand patience is key but I need this email ASAP. Before 4ish today would be super appreciated and ideal but I dont know how to speed this process up?