Why are my ecommerce payments still on hold after submitting verification documents?

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Hi I'm hoping someone can help I am in the process of setting up my page and I am getting the following message

  • Your payouts from Shopify Payments are on hold

    Your Shopify Payments account needs to be verified. You can still make sales while your payouts are on hold.

    To continue using Shopify Payments, you need to submit a business registration document in order to verify your business.

    I have submitted various documents including Certification of Incorporation from Companies House and a bank confirmation account letter and yet I am still being asked to submit a business registration document in order to verify the business.  I have received no email - checked spam - and I can't find anything that tells me what documents are acceptable.  

    Can anyone help!



Reply 1 (1)

Shopify Staff (Retired)
512 74 103

Hi, @ktsubags.

Thanks for your message, I would be happy to offer you some insight into this. The documents you upload for Shopify Payments approval will be different depending on the country you are in. However, from your post, it looks like you are based in the UK? 

Your business registration should show the following bits of information: 

- Business name

- Business address

- Either VAT number OR company registration number.

Here are the documents our banking partners would accept:

- VAT Registration

- Certificate of Incorporation

- Companies House Document

- HM Revenue and Customs: VAT Certificate

- HM Revenue and Customs: Account Statement

- Charity Commission Document

- OSCR Scottish Charity Regulator

 Just a note, that some of the documents listed don’t all show the 3 bits of information our banking partners need to verify. It’s best to send a doc that has them all to ensure approval.

Since we in support are not able to access our merchant's accounts via the community or social channels, I would recommend reaching out through our Help Center to take a closer look into this with you. You can do this by logging into your store through the Help Center, searching your question/issue, then selecting "continue" at the bottom of the page that displays the search results. Since these are the next steps for you, I will go ahead and mark this as the solution to your question for the benefit of others who may stumble upon this. 

I hope this helps get you on the right track, feel free to reach back out here if you have any questions about the above information! 

To learn more visit the Shopify Help Center or the Community Blog.