Shopify Verification error (can't edit the company's UEN)

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The Shopify pay has this error "The ID number on the document you submitted does not match the ID number on your account. Please submit a document with the same ID number, or update the ID number on your account."


I have raised a support ticket 44913911, but checked with the support advisor via chat and they mentioned they escalated the issue since 14 Jan and with no proper ways to check with the verifications/accounts team for the timeline. 


I think its just updating the UEN but it's taking so long, maybe, I'm doing it wrong? Could anyone advise how they got this resolved? Since all payouts are frozen until verification.


Screenshot 2024-01-17 at 7.50.56 AM.png

Reply 1 (1)

Shopify Staff
2067 147 240

Hi, @misslhx
Thanks for posting to the Shopify Community.
I understand you're in the process of verifying your Shopify Payments account by submitting the requested documents. 
Our Business Operations team actively works with our banking partners in verifying your Shopify Payments account. You're still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products.
The Business Operations team may take up to 1-3 business days to review all details and your account thoroughly, in order to completely verify your account. However, this could take longer depending on the volume of work or if any additional information is required from the team. Therefore, I would request you to keep an eye out for any emails from our team and reply directly to that email for further clarification. Please be sure to check your inbox, spam folder, junk email, etc for any correspondence. 
We understand that this is important for your store's functionality and assure you that we are working on this to ensure the review is completed as soon as possible. 
I would also like to clarify that through our Community Forum, we are unable to review support tickets or check the status on a support ticket. As mentioned above if you have additional questions or would like to touch base with our escalated team, I recommend replying to your existing ticket.
I hope this helps!

Victoria | Shopify 
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