Main issue: Shopify Payments is on hold due to unverified account information, blocking orders via Shopify Payments and placing payouts on hold. Verification is required before payouts resume; the store may still accept orders, though banners indicate restrictions.
Required action: The account owner must upload government‑issued photo ID and any requested business documents. For address verification, a utility bill showing the account owner’s address is specifically requested. Uploads should be made via the homepage banners.
Latest update: The store owner repeatedly uploaded a personal utility bill for address verification but the status did not change, causing frustration and uncertainty about whether the correct documents were provided.
Support guidance: Only Shopify’s Business Operations team can review documents and discuss account‑specific details. The recommended next step is to contact support via live chat, email, or callback through the provided link after logging in.
Status: No resolution yet; verification remains incomplete and payouts are on hold.
Notes: Images/screenshots of the utility bill and the homepage banners are central to the issue, showing the verification prompts and hold notices.
Summarized with AI on February 13.
AI used: gpt-5.
The banners you are seeing on your storefront indicate that you need to upload additional documents so we can verify your Shopify Payments account.
When it comes to submitting ID for verification for any shop, the person who opened the account as the account owner is required to submit a picture of a piece of government-issued photo identification as well as any supporting business documents as requested. The account owner can use the banner that appears on the homepage to upload the necessary files. While the verification process is happening, you can expect your payouts may be put on hold but the store generally remains open and customers can continue to place orders.
It’s important to note that our Business Operations team are the only ones who can access your uploaded documents and exchange information with you on this subject. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback.
Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request and be connected with a member of our support team.
Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
so as mentioned in the previous message im still being held back from the shopify payments.
My questions are as following
What exactly am i supposed to do to get verified?
i have already multiple tried sending in a picture of my own personal utility bill from where i live, which is what its telling me to do…
"Address verification for Otto Coomer
Upload a copy of a utilities bill, such as an electricity bill, that clearly shows the account owner’s address"
but every time i have tried sending that in it just gives me the same problem whenever i come back to check if ive been verified.
am i not doing it correctly or what? im the founder/owner of the store, and theerefore i would think they were asking for my personal utility bill right? or am i ment to send something else?
im starting to get a bit annoyed that its either not working or its not precise in what i have to do or send them…
please help with this exact problem and not just talk generally…
