How to resolve account verification issues on Shopify?

Shopify Discussion
1

Hey there,

I had some problems with the verification of my account. I’ve uploaded the 2 documents that were asked but it keeps saying that my name doesnt match. I must say tho that the utility bill that i submitted was under my fathers name. I don’t know if this has any affect on the verification but the documents keep getting denied. Please help me out because i’m running out of options.

Thanks in advance,

Kayden

2

Hey, @Kayden2 !

When verifying an account, our team may ask you for proof of address; it’s important to note here that we are requesting the representative’s personal home address, not the business address. This is a common theme our Accounts team encounter - merchants will often assume because it is a business they are running and we need verification, they will submit the business’s name and address in the documentation. It’s also important to note that proof of address documents need to be dated within the last three months. Otherwise, they will be rejected.

The issue here may be that the name on the utility bill does not match the name on your photo ID or the name you’ve added as the account representative in the Shopify admin. Would you have any documents with your full name added as proof of address rather than your fathers? For example a mobile phone bill, etc?

I’m sure we can get this sorted out for you!

Ava
Social Care | help.shopify.com

1 Like
3

hey again,

thanks for replying to my message, yes you are right that probably is the issue here but I’ve looked but nothing of any sort of bill is under my name. I still live with my parents so every bill is under my fathers name. I will have a 2nd look to see if there is nothing I can use in my name. If this is not an option, would you have any other solution?

thanks again for replying!

Kayden

4

hey again,

I have an update on that document that I need under my name. Next week I get my payment invoice from my job in the mail (under my name). If my adress is also on there I should be able to use that as an alternative right?

Kayden

5

Hi there, you can add a note in the comment section while uploading utility bill to support your argument that will helps..

6

Thanks for getting back to me, @kaydenva !

The ID needs to be colour photos and valid, the Proof of Home Address needs to be in your name, less than 3 months old for bank statement/utility bill and show the full document, not just be cropped to show address only.

If you have no documents in your name yet, it is best to contact our support team directly so our team can adjust things for you! 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 our Help Centre here and log in to your account to create a support request. You can type in your question or the topic you need help with. After that, you will be provided with some guides that may resolve your issue for you, and it will also give you the option to speak to a Support Advisor if the guides aren’t what you’re looking for. You should see the ‘Contact Support’ link at the very bottom of the page once you’ve typed in your question!

Our Accounts team can take things from there!

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