How can I resolve my ID verification issue for Shopify payouts?

[mercia]

Good day 

Shopify payouts on hold because of my Surname change.

I have submitted my ID but it is different Surname then when I opened the store. 

It has been on hold for  2 week now.

I have changed my surname in all the necessary place and submitted.

Still on hold no where to submit any other documentation.

No where to contact a support team to help sort the conflict.

[Ivy · Accepted solution]

Hi @mercia, thanks so much for reaching out here.

Do you currently have a banner on your store's admin page asking for you to re-upload any ID documents? It should appear something like this: 



If you do see this banner, when you click "submit documents" you should see a guide for the kind of documents our team needs from you for example they may request an image of your passport ID or a utility bill. To give you some context as to why we are asking for these documents: We're making updates to our onboarding requirements, which is a common practice; all other businesses and payments providers, like Shopify Payments, must ensure that we are compliant with local regulations. Inputs into these updates include regulatory changes, financial partner requirement changes, card network requirements, and an assessment of our customer portfolio against our company's risk program. This review is to ensure we're taking the right steps to help keep the financial services ecosystem healthy. As these reviews will happen periodically, we've updated our products and created new tools to help you identify and collect new information when needed.  If you have already uploaded an Id and it has been rejected - Make sure that the Photo ID is a government issued ID, in .png/.jpeg format, and is clearly legible.Documentation should be the document requested in the admin and be clearly legible. For address verification we cannot reuse a document. For example, a utility bill if a drivers license was already used. 

If you do not see any banner requesting documents on your store's admin, then in this case I would advise reaching out to our live support team via this link - You mentioned you could not find support but I want to reassure you we have 24/7 live support always available here at this link. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Through the support link above, you can log in to your account to create a support request and a support advisor can then take it from there. I hope this helps, thank you!

[mercia]

Thanks Ivy 

I managed to find to contact link 

[Ivy]

Excellent, I'm glad to hear it!

I'd love to help you out with some business growth ideas - how do you feel things are going at the minute? Is there anything you'd like to improve or change?