I am getting really frustrated trying to verify my identity as my payments are on hold . I have scanned and uploaded multiple documents to verify. The problem I am having is that it says the birthdays do not match- though I can visibly see that they do. I have contacted support and no one has helped me resolve this issue. They said someone would- it’s irritating. Is there a way I can email these documents to verify I am who I am? It’s really annoying that you cannot call someone and just talk to them. It shouldn’t be this difficult. Dani Pooches and Palomas
Hi,
I had a similar problem because some documents were in the maiden name and others in the married name. It kept getting kicked back and rejected no matter what documents I uploaded! The only way I solved it was to contact Shopify Support and explain it to them and ask them to escalate it to their Accounts team. Then someone in that team was able to manually verify that the documentation added up.
Hope that helps.
Hey @pooches .
Thanks for reaching out.
I appreciate the context that you have shared with us as that is very helpful! I can certainly understand the importance of receiving your payouts in a timely manner. Since we 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 experiencing an error message when you attempt to submit your documents, it would be best to reach out to our live support.
As you mentioned that you have contacted our support, you will receive a follow up response regarding the situation. If you would like to receive an update, you can do so by logging into your online store using the Contact Us page. This will allow us to securely verify you as the store owner.
Once you successfully login, 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 directly with a Support Advisor.
Let me know if you have any questions or concerns.