How we pass the ID verification... finally

Shopify Discussion
1

Our shopify store is ready to launch however I have been requested to upload ID for payments to work. We got stuck in doing ID verification. I saw there were many people who got the same issue, but there is not much coverage or solution we could find, therefore hope this could serve as an aid :slightly_smiling_face:

The problems we faced were:

  1. Entered a wrong DOB on shopify that is different from ID

  2. The submit button is darken and there is a notification saying “The document you submitted was not readable. Try submitting a clearer photograph or scan of the document.”

For 1), basically you need to contact the support team, they will help you correct at backend cos it cannot be amended by ourselves. Shopify advisors asked us to resubmit the document again with front and back.

So we faced 2), we had made sure that

  • we included all corners and edges of the ID in the files

  • they are coloured scan copies, high-resolution yet smaller than 4M

  • we have cleaned all caches on browsers

  • they are in png or jpg

Well… the button is still darken. In order to resolve, we had contacted various shopify agents via live chat, simply asked if they can help us manually approve. And here are the replies we got

i) one agent asked us to upload to settings> file (ps better not to do that due to security concern)

ii) some agents asked us to send id by replying to the emails (kinda same as i))

iii) they said they will contact other teams for help, eg verification team, account team, you name it:0

iv) they said they understood how frustrating it was, and asked us to sit back and wait

After some hassles, finally an advisor from Merchant Verification Team reached us, he was responsive by adding banners for uploading ID and shared a form (shopify payment update form) for us to fill in. So we were approved!