Verification Issue

ZoeyJanee
New Member
4 0 0

The name on your account could not be verified. Please check that you have provided your full legal name and a valid photo ID matching that name.

this keeps popping up now that I have activated shopify pay. I've spent over a week trying to sort this website out and everything to hit another roadblock and I am starting to get beyond frustated now! I keep trying to submit my ID as well but it wont let me!!

Replies 7 (7)
Andrew
Shopify Staff
Shopify Staff
1415 145 258

Hi @ZoeyJanee,

Hyde here from Shopify.

I understand your frustration! All you want to do is get going with your business, and now you've reached this crucial point and it's proving a little tricky - I completely empathize!

We have a responsibility to our banking partners, other merchants, and the law to implement ID verification when processing payments on our platform. As a consequence we have to be diligent, ensuring we're processing accurate information from members using our services.

Are you submitting a current government ID that is clearly visible? Have you ensured that the whole document is framed within the photo?

If you're still having difficulties I would recommend that you Contact Support to talk to a support advisor via live chat or email, as we cannot handle account-specific queries here on forums for security purposes.

I hope this helps! All the best, Hyde.

Andrew | Social Care @ Shopify 
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ZoeyJanee
New Member
4 0 0

It has been fixed now thankfully! 

now just having an issue with the afterpay and it having technical issues when someone uses it to check out! 

Andrew
Shopify Staff
Shopify Staff
1415 145 258

That's strange, what issues are you having with Afterpay? Do you want to walk me through it to see if it is website-related so I can help? Or is it something that you feel you might need to speak to Afterpay directly about? -Hyde

Andrew | Social Care @ Shopify 
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ZoeyJanee
New Member
4 0 0

Whenever I’ve had a customer click on afterpay to check out it bounces back with the message “Your payment can’t be processed for technical reasons. Try again or use a different payment method” 

 

I have emailed afterpay but still waiting on a response. 

Andrew
Shopify Staff
Shopify Staff
1415 145 258

I just want to check whether Afterpay Support have got back to you yet after the weekend?

Do you have any screenshots of the problem that you could show me, please?

The more context you can provide, the better I can also provide some help where possible. Of course, if you prefer real-time support, you could always talk to us via live chat or you could send us an email. Just pop onto our help center and select Contact Support. -Hyde

Andrew | Social Care @ Shopify 
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Andrew
Shopify Staff
Shopify Staff
1415 145 258

Hi @lucas05021,

Hyde here from Shopify.

I'm sorry to hear you've been having verification issues and that it has upset you! Have you reached out to AfterPay at all?

While I would love to be able to help you further, AfterPay is a third-party gateway so the support I can provide is limited. The best authority on the matter are the AfterPay developers - so I suggest that you contact AfterPay directly.

Meanwhile, if you have any other questions that you think I can help you with please let me know!

All the best, Hyde.

Andrew | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

ZoeyJanee
New Member
4 0 0

I am still waiting for afterpay to pull their finger out, I’ve missed out on so many sales because of afterpay!