ID Verification Fails on Multiple Stores – Shopify Payments Frozen for 1 Week / No Support Response

Payments + Shipping & Fulfilment
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1

Hi everyone,

I’m experiencing an issue with the Shopify Payments identity verification on two stores.

Every time I try to complete the identity verification, the system fails instantly, without properly processing the ID.
The document is valid, clear, and works on other verification platforms, but Shopify’s automated verification rejects it immediately. I get a notification ‘Couldn’t verify ID’

This is happening on both new stores, which makes me think it may be a technical issue on Shopify’s side.

Over the last several days, I’ve:

  • contacted support multiple times

  • been told that the issue was “escalated”

  • but never received any follow-up from the relevant team

  • emails to the official addresses for these departments have not been answered

  • and no manual verification option has been offered

Right now, there is no visible progress and no update from the verification team.

I came across this thread from another merchant experiencing the same issue for 2 months with no resolution:

:backhand_index_pointing_right: https://community.shopify.com/t/i-cant-verify-the-id-2-months-ago/574395/3

This raises the question whether there may be a broader problem with the current verification system.

And why is there no direct option for a manual review???

Shopify will probably react if a lawyer gets involved, but why is this escalation necessary just to request a manual identification review.

I have never expierenced this in my 8 years with shopify.

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2

Instant fails like this usually mean the verification attempt needs a reset on Shopify’s side. Ask support to “refresh the verification check” and confirm it’s actually with the Risk/Payments team, had this fix a similar case on a client store.

3

hello bro , its me from the ticket , its been almost 3 months now with no solution , they keep saying the same things , my funds are blocked with no propper support

4

Send a email to risk-operations@shopify.com and request a manual review. I just got one resolved.

5

ok thanks , ill check and update you

6

please let me know if they solve this for you its been a month and half for me

7

Guys it may be some broader problem. I also have exactly the same problem. I am waiting since Oct 3. So over 2 months now and still nothing. If anybody finds any solution please share it

8

Hello, I have been experiencing the same issue for nearly 8 months. I did the same things that you did.

Did you really manage to solve this issue?

I also sent an email to the address you mentioned in the description. I will wait for a response today.

I have also been using Shopify for 2.5 years, and this is the first time this has happened to me.

9

Hello, were you able to solve the issue? I have been experiencing and trying to resolve this problem for 8 months as well.