Photo ID was verified within 30 minutes however the proof of address only allows me to submit a utility bill. I do not pay utilities and therefore have not utility bills and any attempt to submit a recent bank statement has resulted in an automatic decline. Based in the UK.
Topic summary
A UK-based merchant successfully verified their photo ID within 30 minutes but encountered issues with address verification for Shopify Payments. The system only accepts utility bills, which the merchant doesn’t have since they don’t pay utilities directly. Attempts to submit a recent bank statement were automatically declined.
Recommended Solution:
- If an email was received from the Payments team, reply directly explaining the lack of utility bills
- If no email received, contact Shopify support who can escalate the issue to the Payments team for review of alternative documentation
Status: The merchant opened a support chat to resolve the verification issue. The case remains ongoing as they await assistance in providing alternative proof of address.
Hi @DJHBusiness ,
Thank you for getting in touch. Have you received an email about this from our Payments team, or have you only seen a request for documentation in the Shopify admin?
If you have received an email, please reply there and inform our team that you do not have a utility bill to provide. This will go to them and they’ll be able to get back to you with next steps. If you have not yet received an email, please contact our support team and inform them of the situation. They will be able to escalate your issue to our Payments team for them to review.
Just opened a chat request now, thanks for your help Victor 
1 Like
Hi @DJHBusiness ,
You’re welcome. I hope our team are able to assist you and that we can help get this issue resolved.