Error verifying documents

[Murad123]

Hello 

I opened a store and made like 25-30 sales, then suddenly my account got deactivated and i got an email with the form to verify my info and docs. I try to upload all docs and info but after i press “Submit” i get an application error. I used Chrome/Safari, laptop and a phone but still can’t submit my documents for review. I talked to the support team already twice but they couldn’t figure this out and just told me to wait for the email. I need help with that. See attached error photo. Hopefully somebody can help me. 

Thank you 

[DaisyVo]

Hi @Murad123 

I see that you've been trying to verify your documents, but Shopify’s system keeps giving you an error no matter what device or browser you use. Since support hasn’t been able to resolve it yet, here are some things you can try to push this forward.

1. Check File Format & Size

• Make sure your documents are in the correct format (JPG, PNG, or PDF) and within Shopify’s file size limits.
• If you’re scanning a document, try taking a clear, high-quality photo instead.

2. Try Uploading in Incognito Mode

• Sometimes, browser cache or extensions can interfere. Try using Incognito/Private mode in Chrome or Safari and attempt the upload again.

3. Use a Different Internet Connection

• If possible, switch to another Wi-Fi or use mobile data. Some network restrictions (especially on shared or public Wi-Fi) may cause submission failures.

4. Check Shopify’s Status Page

• Shopify might be having temporary server issues. Check Shopify’s status page to see if there are any ongoing problems with account verification.

5. Follow Up with Shopify Support (With a Different Approach)

• Since you’ve already contacted them twice, I’d recommend replying to the last support email instead of opening a new ticket—this keeps your case active.
• Mention everything you’ve tried (different browsers, devices, networks) so they don’t ask you to repeat those steps.
• Ask if they can manually review your documents since the system isn't letting you submit them.

6. Submit a Ticket via Shopify’s Escalation Team

• If regular support isn’t helping, you can request an escalation in your support ticket. Explain that you've attempted multiple solutions and the issue is preventing you from accessing your store.

I know how stressful this is, especially when you have active sales. If none of these steps work, Shopify’s team will need to manually intervene. Keep pushing support for an escalation, and hopefully, they’ll sort it out soon.

If you need any other assistance, I am willing to help.
Best regards,
Daisy.