Store paused — automated identity verification rejecting valid ID, need human review
Hi everyone,
I’m hoping someone here — either a Shopify Staff member or a merchant who has been through something similar — can point me in the right direction.
Earlier this week my store was paused due to an identity verification issue, and the funds in my account were frozen along with it. I want to keep building on Shopify and run my business the right way, but I’ve been stuck in an automated loop that I can’t seem to escape through the normal support channel.
Here’s what’s happened so far:
- I received an email from Shopify support listing exactly what I needed to provide to resolve the hold.
- I responded to that email with everything they asked for: my articles of incorporation, proof of fulfillment, and the front and back of my government-issued ID.
- The blocker has been the ID itself. The automated verification system keeps rejecting my documents — I’ve tried both my passport and my driver’s license. I believe the issue is photo quality (lighting, focus, glare) rather than authenticity, but the system doesn’t give me feedback on what specifically is wrong.
- I’ve been waiting on a response since Monday and haven’t heard back yet.
I’m not trying to rush anyone, I understand verification takes time. I’m just hoping someone with internal access can take a look at my case and either get a human reviewer assigned or point me toward a resubmission path that won’t get auto-rejected.
My store is fully compliant, white-hat, and operating in good faith. I’m doing around $35K MRR and have real customers affected by the freeze.
If a Shopify Staff member sees this and is willing to help, I’d be happy to DM my store details and the email address on the account.
Thanks in advance to anyone who reads this.