I don’t have a utility bill, however I’ve spoken to Shopify Support twice, who told me both times I could upload and use a bank statement instead which shows my address.
I’ve tried doing this and uploading other forms of ID for 3 months and it still hasn’t been accepted. That’s 3 months of waiting and not being able to access the sales I’ve made.
This is really poor from Shopify and I just want my Shopify payments to be verified. Please get back to me as soon as possible. As I need this to be sorted.
Welcome to the Shopify Community. We appreciate you sharing your feedback with us here.
I’m sorry to hear that you’ve experienced some issues when submitting your documents for Shopify Payments verification and I understand you would like to have this resolved. I know how important this is for you and your business and I will do my best to share what next steps you can take.
You mentioned that you previously reached out to support and were advised to upload specific documents, however, they haven’t been accepted. When reaching out, a support ticket should have been created. Are you able to locate this ticket in your inbox, spam or junk folder? The reason I ask is it would be best to reply directly to your existing support ticket. Our team will be able to take a closer look and transfer your request to our Business Operations team. Through our community forums, we do not have the tooling to authenticate your account so the next step would be to reply to your support ticket for further clarification.
If you’re unable to locate your support ticket, you can reach out through the Shopify Help Center to connect with our team via live chat, email or by scheduling a callback.
Hi, I’ve been given a support ticket and am waiting on a response from the higher support team. It’s been over 4 days since my ticket was given and over 3 months in total.
I’ve replied to the support inbox on help.shopify.com like you said, however I haven’t received any email confirming my ticket was given? I was only told that in the support box chat. There’s been no communication via email or updates. What can I do?
I appreciate you taking the steps to locate your support ticket and replying directly to it. I would allow our team a bit more time to carefully review your query in order to provide you with the most accurate information. Further correspondence from the team will be through email, so I recommend keeping an eye on your inbox, spam or junk folder for a reply.
Again, we truly understand the importance of having your payout hold lifted but I can assure you you’re in the right hands and the appropriate team has eyes on this.