Issue: A new Shopify store (designer furniture, Barcelona) cannot complete Shopify Payments verification and cannot find a way to resubmit documents. After submitting, the payment provider is activated, but the account/payouts remain on hold pending verification.
Support guidance:
Current status:
Unresolved/ongoing:
Notes:
Outcome: No resolution yet; verification and payout hold remain pending until the escalated team responds via email.
We open shopify account as a registered business account, however after we sent the document to verify shopify payment it’s cant be verified. I want to resubmit verified document again but I can’t find the menu to do it. I clicked “Learn More” it directed me to the Q&A support.
Thank you in advance for you answer !
Hi there @BDBarcelona1972 !
If you’re looking to access the Help Centre, you can use this link here as well as the one you see in your admin.
Once you access that link, you can enter your support topic and scroll down the screen where you can click to continue to get support.
I’d also like to share some info on how to best provide and upload images like this for verification.
Firstly, ensure you’re using a clear photo that allows all details on the document to be seen properly.
You should also ensure you’re providing images of the front and the back of the document when requested, and be sure that the full document is showing in the images (ie the edges of the ID are fully visible and not cropped out of the photo).
There’s more info on setting up Shopify Payments and the requirement for this process here on our help site.
Can you tell me a bit more about your business and what stage you’re at?
Would this be your first time selling online or setting up a store with Shopify?
You should be able to access support using either the link I have provided here or the one in your admin by following the steps given here, but do let me know if you need further assistance!
we are designer furniture company based in barcelona , very new to shopify. We are already setting up the store : products, shipping rates, however we still cannot verified the shopify payment
Hi again @BDBarcelona1972 !
Thanks for getting back to me here and for sharing that extra info.
If you’re selling furniture online I’d recommend you check out our blog article on the topic here.
You mentioned this is your first time setting up a store using Shopify, so I’d recommend our webinars and our Initial Setup guide as being great ways to learn your way around.
If you’d like to get a professional to help with any aspect of setting up or customising your store, you can browse our Shopify Experts directory here.
Have you since been able to reach out to submit documents via the Help Centre or otherwise get this moving forward?
Hello, Thank you for your answer !
Our shopify payment provider is already activated, the problem is our shopify account where we will get paid from shopify is still on hold. We receive email that verification department will review our submitted document and contact us again, but now there still no response from the shopify verification team.
Hi again @BDBarcelona1972 !
Thanks for getting back to me here again.
Once your documents have been submitted for review and that has been confirmed it would just be a matter of waiting to hear back from our escalated team there.
It can take a bit longer to hear back from our escalated teams, as they work via email in order to adhere to secure processes.
Just keep an eye out for an update via email there!
