Document verification

[Hassine]

"The document you submitted couldn't be verified. Please contact support to complete the verification."

This error message show up even before I uploaded any document ! Even when I uploaded the demanded documents and clicked sumbit, nothing happens and it stays at the same page. 

Has anyone faced this kind of problem and can help me ?

Thank you

[Daniel]

Hi there, @Hassine! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

With regards to this error you are facing, please reach out to our live support team for further assistance. We receive an array of different documents as every business is vastly different. Our internal team may simply need to manually push this through so contacting them is your best course of action.

Our live support team will be able to see exactly why the system is not approving it and will be able to provide the next best steps for you. 

I have also attached this help document with regards to all acceptable documents for your reference. 

[Hassine]

Hello Daniel, 

Thank you for your answer.

Actually I did contact the support team and they didn't find a solution for me. The error message still appears and I could not upload any of the verification document. 
Is there any other solution you can suggest please ?

[flareAI]

Hello @Hassine,

It's flareAI - your Fully Automated Free Sales Machine here. We are helping Shopify merchants providing solutions for the last few years in Shopify Community.

If helpful, please consider Like and Accept solution.

It is better to contact Shopify support. They can authenticate and check the issue for your store. 

If you found the answer helpful consider supporting the Shopify Community by giving it a Like + Accept the solution.

Gina
flareAI

[Daniel]

Thanks for the added information. 

Are you able to expound on what exactly our internal support team mentioned about this matter?

As mentioned above as well as the error message you are receiving, they are the ones who can open up back end information to see where the error is happening. I understand the error still persists but they can also ask for other ways to collect the document from you to move this process along.