Dear Nick please could you take a look so I did as you suggested and uploaded a pic of lease agreement however when I logged in now a message still pops up that I need to submit a photo id etc I have uploaded my passport, my dirvers and a lease agreement for the house we lease and hold our merchandise in the UK. I see there is also an option to transfer owenrship would it help if I transferred ownership to our usa partner? Would we still be able to use our store?
Hi @SamD1 ,
Great to hear you have uploaded the document. In terms of what happens next with that, it would be a different team that would look into/deal with it, not myself. With regards to transferring ownership of the store, I would recommend you read up a little more about that before making any decisions about it, Shopify has a guide with more information about it here. It wouldnāt necessarily make sense to transfer to someone in the USA if you are based in the UK.
I wonder if thereās any other form of ID you could give along with the lease here? Would you have any sort of bill from the business in the UK, such as a utility, office, warehouse bill or anything like that?
Hi Nick this is becoming very frustrating. Would it be ok if we then either changed the owner details to one of my daughters who is the band as I think because South African Idās dont have adresses on them but my daughter has a french social security card which includes an adress with the photo ? I already have made on a staff member so if need be can also change over ownership to her? As mentioned before we are usually on tour from april to november but we are all stuck here in Cape Town at the moment till we head back out on tour. All our albums are stored at the base we rent and this is from where they are shipped when fans/customers buy. Please could you help?
Hi @SamD1 ,
Itās difficult to give advice and see exactly what youāre doing without taking a closer look. I think it might be best to move this to email and verify your store details so I can send this to the team who work on this directly for you. I have sent you an email on the account you signed up to the community with, please reply to me there.
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Dear Nick WOW thankyou! email received and responded! thankyou sincerely for taking such care and being so patient!
Hi @Nick
I am now having the same issue:
I am now living in Spain where my Shopify account is registered and the payments are all under my Spanish accounting agencyās address, as they process and pay all my taxes for my store.
I am on a UK passport and so have no utility bills of my own, but youāre saying that the address of the store needs to be on the utility bill, that is something my accountants should be able to easily provide for me, but it will be under their company name, not mine. I need to know what to ask them for exactly in this case.
Please advise how to move forwards as I wonāt be able to receive any Shopify payments after Oct 28 till this is resolved.
Thanks
Hi @Redbarrenx ,
Iām not sure I completely understand your exact issue. Spain is eligible for Shopify Payments and I would find it very unlikely you have it listed under the address of your accountant. Are you seeing any new instructions or banners in your admin?
If so, I would add the documents to be in the name that is mentioned at the top of the form. And ideally, they should be Spanish documents, because you are using Shopify Payments Spain. But if you only have UK documentation to upload, use that and our payment processing partners will review it from there.
If not, can you let me know what the issue exactly is, please?
Hi @Nick
Thanks for the reply. To try and simplify the issue. Think of my accountant
agency as the business I am registered under, trading as an employee of
theirs, so the address and Spanish Tax ID is under their name, so they can
process all the invoices etc. Under name of legal business in my settings.
I believe this is the proof of address I need
to upload (under address verification), in order to match the address in my
Shopify account?
As I said, Iām on a British Passport and British Driverās License, they
both have my London address on them. I am in the process of getting
residency in Spain and have no utility bills under my name here whatsoever.
Iāve attached what the admin banner says. It popped up recently.
Thanks
Hi @Redbarrenx ,
Thanks for sharing, it is what I thought it was. For this, you would need to upload your own Photo ID and also an address document in your name (not the agency). Ideally, if it could be Spanish documents because you are using Shopify Payments Spain? But if you only have UK documentation, upload that either way, and our payment processing partners will review it for you then.
Hello
Iām having a problem about the ID verification documents
I uploaded a photo of my passport and my shopify account name is the same as my passport name and i uploaded the utility bill also same address as in my shopify payment but the utility name isnāt the same as the ID because i donāt pay for the utility bills
So the next day i received a message saying ( to continue receiving payouts you need to update your name in order to verify your identity) and i did and it appears again the next day and it happened 4 times
And there is another message saying ( a document you previously submitted was not valid) i contacted the support and said theyāve been approved and donāt need to submit again
But i still donāt know why it keeps appearing is it an error or something? Because Iām worried that i canāt receive payments or payouts and it is stressing me out
Could you help me with that?
Best regards
Anwer
Hi @AnwerShubbar ,
My guess is the error is popping up as the proof of address is not in your name also to match your passport. My advice would be to provide proof of address that is in your name. If you are already discussing this with a member of the support team via email, I would recommend keeping that conversation going as they can take a closer look after verifying your store details.
Hi,
Iām a web designer trying to help my client out with uploading the correct identity documents. They have the following message on their admin homepage:
āDue to regulatory changes in your country, you need to submit documents that verify information about your business before October 28th. You will be unable to accept payments from your customers if you do not submit the documents.ā
I have a two questions Iām hoping for help with:
- When they go to upload there documents it asks for a utility bill:
āUpload a copy of a utilities bill that clearly shows the individualās address. Please make sure the document is a utilities bill and not the document you submitted for identity verification.ā
My question is ā is this a personal utility bill with the store owners home address? Sounds like it is, but I wanted to double check to avoid any problems.
- My second question ā if they do have problems verifying the documents, what is the quickest, most direct way to get help from Shopify support? I tried a UK phone number but itās no longer operational.
Thanks
Hello Dear
The quickest way is contacting the live support chat and tell them about
the problem
Hi, I am from the Philippines and register my business in the UK as LTD. My problem now is I donāt have a proof of address under my UK address but only an agreement. This is not a virtual address but a physical address. I can provide certifications, ID (local), proof of address with my identity (local only) and agreement that I have the right of the UK business address. But they denied it and asked utility bill instead which I donāt have.
Hi @danbee ,
Great questions! Letās take a look at them below:
- When they go to upload there documents it asks for a utility bill:> > āUpload a copy of a utilities bill that clearly shows the individualās address. Please make sure the document is a utilities bill and not the document you submitted for identity verification.ā> > My question is ā is this a personal utility bill with the store owners home address? Sounds like it is, but I wanted to double check to avoid any problems.
Regarding which utility bill to upload, it should be a personal utility bill with the name of the representative of the ID for verification and not a business bill.
- My second question ā if they do have problems verifying the documents, what is the quickest, most direct way to get help from Shopify support? I tried a UK phone number but itās no longer operational.
The best way to contact the support team would be via live chat or email. You can do this directly from the link here, logging in and following the steps.
Hi @Xandrea ,
From what youāve said, it seems like you would need to have a need proof of address for the Philippines and not the UK as a personal utility bill if your store has a Philippines address on registration. If you arenāt able to verify, you need to move to another gateway from the Philippines and not Shopify Payments from the UK.
I have this resolved already. Thanks
Hi Nick,
I have been trying to upload different documents for identification but every time I get an email that upload the documents. Could you please help sort out the issue as our payments are.on hold.
Thanks
Priyata
Hi @Priyata ,
Iām not exactly sure what you mean by:
but every time I get an email that upload the documents.
Do you mean, once you upload the documents you are getting an email saying they arenāt the correct ones? Let me know!
Hi, I am wondering how you were able to solve this issue. Thanks!