Address verification for Shopify Payments stalled: after uploading a bank statement as proof of address, the dashboard kept showing “Information required” for weeks with no change.
Official guidance: confirm the document meets requirements per the provided help doc; if it does and there’s no update, contact Shopify via the Help Center chat and choose “I still need help” to reach a Support Advisor who can review the account and coordinate with the verification team.
Practical tips: use a clear, recent utility bill or bank statement that shows the same name and full address as on the Shopify account; upload as JPG/PDF without cropping or glare. If it doesn’t update, try a different document and wait 24–48 hours before checking again.
Status: the original poster later noted it may be resolved, but no definitive confirmation was posted. Outcome remains unclear, with document quality and direct support escalation as the key steps.
Central item: the uploaded proof-of-address document (utility bill or bank statement) is essential to complete verification.
Summarized with AI on December 11.
AI used: gpt-5.
I’m helping a friend get their store live and in the dashboard under Settings–>Payments we’re seeing…
“Information required
To continue using Shopify Payments, you need to update some information about your business.
Update Information”
We click on “Update Information” and get..
“You need to submit additional details about your business to continue accepting payments.”
Followed by…
"Upload a copy of a utilities bill (such as an electricity bill), or a bank account statement, that clearly shows the account owner’s address. Address verification for “#### #######'”
We upload a jpg of his bank statement but nothing seems to happen. The message just stays there for days and weeks.
Thanks for reaching out. I recommend checking out this help document to ensure the uploaded documents meet the requirements. If it does and your friend still hasn’t received an update, feel free to get in touch through the Help Center. To do so, enter the details of your question into the chat assistant and select I still need help to be connected with a Support Advisor. From there we can review your account and check in with the team responsible for verifying documents.
Please let me know if you have any other questions!
Make sure the utility bill or bank statement is clear, recent, and shows the same name and full address as on your Shopify account. Upload it in JPG/PDF format with good lighting and no cropping. If it still doesn’t update, try using a different document or wait 24–48 hours and refresh the dashboard. If nothing changes, contact Shopify support from inside your admin panel.