Shopify keeps asking for address verification

[Opmtrading]

Hi, Shopify keeps asking for verification of my address, I used a passport for ID verification and then used my driving license for address verification. It accepts it for about 20-30 mins and then asks for it to be submitted again. I have repeated this about 8 times now, just wondering if I’m doing something wrong? Thanks in advance

[Victoria]

Hi there, @Opmtrading.

Welcome to the Shopify community and thank you for reaching out.

To clarify, are you seeing a red banner within your admin after you've submitted ID verification documents?

Depending on where you're located, you can submit additional documents for verification. Could you let us know where you're based? I'd like to share some additional documents that can be submitted for verification. You can also check out our resource on Setting up Shopify Payments and scroll to the section on information requirements.

For a faster response time, you can contact our support team via the Shopify Help Center. Our team will be able to take a look at your Shopify admin and account settings to advise you on what information you can submit.

I'd also love to hear what type of business you'll be starting on the platform. Have you started building your store already?

[Opmtrading]

Hello, we are located in the UK, I noticed we had a different address saved than the address I was trying to verify, so I changed the address in my setting and attached a bank statement from last month which matched the address listed in my settings, however yes the orange/yellow banner returns straight away even tho it’s a recent document and it matches the address, just wondering if anything else is wrong? 

 the photo attached is on our Home Screen, thank you in advance 🙂

[Victoria]

Thanks for your reply, @Opmtrading.

Based on the information you shared it looks as though our team will need to update your address on the backend of your account. The documents you're submitting need to match the address that is on file. Updating the address through your Shopify admin > Settings > Store details does not update the address internally. 

If you haven't already, I recommend reaching out through the Shopify Help Center so our team can update this information on the backend. Through the help center you can create a support request to contact our team via live chat, email or by scheduling a callback. 

Let us know if you need help accessing the help center or have further questions.