Documents required for payments to be released

Shopify Discussion
1

We have now done this twice and are on to the 3rd time that we have had to submit documents in order to get paid - ok fair enough.

I have submitted our company registration documents - not accepted as being un-readable, but it’s a perfectly readable document

I have submitted my passport incl photograph, in colour - again described as not readable.

Impossible to speak to a human at Shopify to resolve.

It’s not a lot of money, but it shouldn’t be this hard.

Answers on a postcard please… and thanks in advance

2

Hi @COLFC

Thanks for reaching out in the forums here with your concern. Hopefully I can provide some troubleshooting steps to help and also ensure you can get connected with our live support about this issue.

When uploading documents it is important to ensure that all edges of the document/id is clearly visible. If you are holding the document and your fingers are over the edges of it this can cause it to be considered not readable.

If that does not appear to be the issue then I would recommend connecting with our live support team who can flag this with the team handling the review. They may be able to manually review the documents or provide additional support in getting the documents uploaded.

To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for “unable to upload docs” and use the contact support button at the bottom of the search results to see all our live support options.