Additional document front file upload can't be blank

Shopify Discussion
1

hi Shopify support I try and put in my id for identity verification and it says “Additional document front file upload can’t be blank” have tried about 10 different photos and still doesn’t work help

2

Hi, @lucwat !

Rae from Shopify here. Thanks for posting about this error you’re receiving. I’m happy to help lend a hand with getting this resolved!

As a starting point, can you please confirm:

  • What device you’re using to upload these images? Have you tried a desktop computer, as well as a tablet or a mobile device? In most cases, these uploads work best from a computer.
  • What type of file are you uploading, and what size is this file? We recommend using a JPEG or PNG file that’s smaller than 8000px by 8000px and also smaller than 5MB.

If making the above adjustments don’t help resolve things, then I recommend reaching out to our Support team via our Help Center to get this looked into further. Once you visit our Help Center through this link, log in to your account, and submit a support request, our team can help discuss this with you in more detail over live chat, email, or through a callback.

Since this information should help resolve the issue you’re facing, I’ve marked my reply as the solution to this thread. This should help other merchants who may also be running into this error, as it outlines the same information they can follow to reach a resolution on their end, too.

Please keep me posted on how this goes!

3

Hi, I keep getting the same issue when uploading driver’s licence for account approval “Additional document front file upload can’t be blank”

I tried PNG and JPEG options. Tried to refresh the page and change the drop down options multiple times but still get the same error.

I’m using a desktop computer. Anything you would recommend?

4

Hi, @AMRUK !

Thank you for reaching out about this, and joining this thread.

Have you also tried uploading this document from a mobile device or a tablet? We do typically recommend uploading the images from a computer, but since you’re running into these issues when using your computer, it’s worth trying the upload from a different device to see if this resolves things for you.

I appreciate you confirming that you’ve tried to use both PNG and JPEG files for this. To clarify, are the files you’re trying to upload smaller than 8000px by 8000px or 5MB? If not, please adjust these images to be smaller than those sizes as this will ensure the images can be uploaded correctly.

If you’re still running into troubles after trying the above steps, it’s best to reach out to our Support team through our Help Center by following the steps I previously shared here:

I recommend reaching out to our Support team via our Help Center to get this looked into further. Once you visit our Help Center through this link, log in to your account, and submit a support request, our team can help discuss this with you in more detail over live chat, email, or through a callback.

Let me know how this goes!