Identity Verification Not Working – Button Just Refreshes the Page

Payments + Shipping & Fulfilment
1

Hi everyone,

I’m facing a blocking issue with Shopify Payments and I wonder if anyone else has experienced the exact same problem.

  • In my Shopify admin, it says payouts are suspended until I verify my identity.

  • When I click the “Verify identity” button, the page just refreshes and I never get access to the form to upload my documents.

  • I’m stuck at the very first step, before I can even upload my ID or any files.

Here’s what I already tried:

  • Different browsers (Chrome, Safari),

  • Incognito mode,

  • Clearing cache, disabling VPN/extensions,

  • Trying on another computer and also on my phone.

Result: same bug every time, the page reloads and nothing happens.

I’ve already contacted Shopify Support, and they told me the issue was escalated, but I’m still waiting for an email follow-up. I’m worried that my store could be suspended or permanently blocked within the next 3 days if this is not resolved.

Has anyone run into this issue before and found a solution?
Do I need to ask Shopify to manually reset the verification module or provide a direct Stripe Identity link to upload my documents?

Thanks a lot for your help :folded_hands:
Best regards,
Denez

4 Likes
2

Sounds like there might be an issue loading the ID verification prompt.

Do you know how to open your browser’s Javascript console?

If you have that open and refresh the page, it might give a log of the error which would be really helpful to share.

That error log message can be used in a Shopify support ticket, and it will help escalate the issue.

4

I am facing the same issue here, did you manage to resolve your issue?

5

I got the same problem. Didnt you find any solution? I contact shopify customer care several times and didnt get any good reason and they didnt help me. can you please update me?

Screenshot 2025-09-26 085219 - Copy
Screenshot 2025-09-26 085219 - Copy991×478 32.8 KB

6

Hey @jwllecom,

Thanks for posting this to Shopify community. If you are facing issue with the Shopify payments and you cannot proceed with the verification step then the only solution is to proceed with the link that share E-mail.

Shopify always send a email with the instructions to their customers when any issue happened in the store.

So try to check the inbox and also spam too so that you can find it and proceed with that ASAP. otherwise your store maybe locked if you don’t proceed with that.

There is also another solution to click on Notifications to see the latest notification.

See ScreenShot below where it’s show.

image
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Once you click on the Notification then you will see the desired notification with it’s link.

7

i have the same problem i conatct support and change browser and nothing receve on email

1 Like
8

No any notification from shopify and no any emails. This bug happened to many stores. please do something. @shopify

Screenshot 2025-09-27 120311
Screenshot 2025-09-27 1203111593×1060 140 KB

1 Like
9

You need to contact with the support advisor of Shopify.

I agree first conversation always with the ai. But later on the real person join the conversation.

Feel free to contact at: http://help.shopify.com/en/

1 Like
10

Hey, I have exactly the same problem. Can’t verify it. Tried many different methods.
Contacted support but everytime the say they are escalating the case. And time flies by and…

Nothing happens.

Have this problem for almost 2 weeks now.

1 Like
11

If anybody would find ANY solution, please share it here

1 Like
13

I’m having the same issue and haven’t been able to solve it no matter what I try. Clearly, hundreds of people are facing the same problem.

I just shared a post about this on X — please engage with it so Shopify actually pays attention.
This won’t get fixed unless we boost it together.
X: @OnlyEcom