I scanned my passport document, but it was rejected

Technical Q&A
1

Hi I need some help.

I don’t know what’s wrong with my passport. I have scanned it.

But the notification says ‘‘The document you submitted wasn’t readable. Try resubmitting a clearer photograph or scan of the document.’’

Please help.

2

Hey @7daysjewels .

Thanks for getting in touch. I would be more than happy to help with this!

Reading through your post, it seems like you may be uploading documentation for Shopify Payments, is that correct? There can be a couple of reasons as to why the passport ID is having trouble uploading. A document upload may fail to submit if the file being uploaded is too large. The below guidelines should be followed when you’re uploading documents through the secure upload banner:

  • The file should be a JPEG or PNG file. Occasionally a PDF file will work but can often cause errors with the upload.
  • The file needs to be 8000px by 8000px or smaller
  • The file size needs to be 5MB or smaller

I would suggest having a look through the above points and trying once again to upload your passport following the guidelines. In addition to that, I would recommend trying to upload your passport using a computer rather than a mobile device or tablet. Let me know how that goes and if you are still running into issues, happy to help!

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3

I had the same issue before, did you scan it? Or took a picture of it? - I think you have to make sure all serials/numbers are seen clearly

4

I scanned it.

5

I have already made sure my document followed the requirements.

6

Hey @7daysjewels .

Thanks for your reply! Are you still experiencing this issue?

If that is still the case, we will need to look at your account in more detail here. As we cannot provide account specific support via the Community during this time, I would suggest getting in touch with our support teams so that they can help you get this issue resolved. They will be able to take a deeper look into your account and help you in getting those documents submitted. Our live support can be reached via phone, chat or email in our portal here. Simply type your query into the “ask about a topic” bar, then hit continue to support to access.

I do hope this gets resolved for you very soon!