Why won't Shopify accept my downloaded PNG or JPEG document?

[catriona1]

I have been asked to download a document using PNG or JPEG.  but shopify will not accept it.  https://simply-natural-ireland.myshopify.com/admin/payments/account/identity_documents 

it is downloaded but will not allow me to submit

[Ollie]

Hey @catriona1.

Thanks for reaching out.

Just to gather some additional context, are you attempting to submit a document to Shopify?

Since I cannot authenticate you over the Community forums due to the sensitive information that would need to be shared, I am unable to look into the specifics. If you are attempting to submit a document to Shopify and you are receiving an error message, it would be best to reach out to our live support to have this looked into further. I would suggest attempting to login to your store using our Contact Us page.

Once you login successfully, or select the option to Continue without logging in - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak with a Support Advisor about the situation.

Let me know if you have any questions.

[catriona1]

Hi Ollie,  I am the owner of several shopify websites.  www.simplynaturalbeauty.com is one of them.  I need help to download a document - There no "live help" for Ireland.  it just brings me around in a circle - it is extremely frustrating and misleading.  I have been asked to download a "Beneficial Owner Report" for all my shopify stores  as a PNG or JPEG.  when I try to do this it downloads but the "submit" button is not accessible.  can you help with this ?  it is asking me to contact support but there is no support !!!!!

[catriona1]

Hi Ollie

This is as far as I get - it just does not go any further.  I am in Ireland, there is no shopify support - can you get someone to help ?

[Ollie]

Hey @catriona1.

Thanks for the quick response and clarification.

You can reach out to our live support by logging into your online store using the Contact Us page and you will be directed to our Help Center.

I took a couple screenshots to assist with the navigation:

Select on Account and choose the topic that you would like to speak with a Support Advisor with. In this case, we can choose Plans and billing.

You should then see the options to Get Support and speak with an Advisor about the situation.

Let me know what you think.

[jenniferjenny]

I'm sorry to hear about the issue you're facing with Shopify. It's frustrating when you can't submit a document as required. Here are a few steps you can try:

1. File Format: Make sure the document is saved in either PNG or JPEG format.

2. File Size: Check the file size; it should not exceed any size limits set by Shopify.

3. File Name: Ensure the file name doesn't contain any special characters or spaces.

4. Browser Compatibility: Try using a different web channel browser to access the Shopify admin panel and upload the document. Sometimes, browser settings or extensions can affect file uploads.

[Rogeliosonrobb]

It seems like you're having trouble uploading a document to Shopify, specifically in PNG or JPEG format. Here are a few steps you can take to address this issue:

1. Document Type: First, ensure that the document you are trying to upload matches the document type and format that Shopify requires for identity verification. Double-check the requirements on Shopify's documentation.

2. File Size: Make sure that the file size is within the acceptable limits set by Shopify. Large files might not upload successfully. If needed, you can try compressing the document without compromising its quality.

3. Browser Compatibility: Try using a different web browser to access the Shopify admin panel. Sometimes, browser extensions or settings can interfere with file uploads attitude. Using a different browser might resolve the issue.

[hammerharshbarg]

I'm sorry to hear youre experiencing difficulties. The issue might be related to the file format or size. Ensure the document is saved as a PNG or JPEG latest  file and within the size limits required by Shopify. If the problem persists you may want to reach out to Shopifys support for further assistance with the document submission.