Shopify keeps asking for address verification

Technical Q&A

Topic summary

Recurring address verification prompts in Shopify Payments after ID checks. User verified ID with passport, address with driver’s license, but the verification is accepted for 20–30 minutes then re-prompts; this happened ~8 times.

Context and troubleshooting so far:

  • User is in the UK. Noticed a mismatch between the store’s saved address and the address being verified.
  • Updated the address in Settings > Store details and uploaded a recent bank statement matching that address.
  • An orange/yellow verification banner reappears immediately. A screenshot of the banner was provided.

Key clarification from support:

  • Documents must match the address “on file” internally for Shopify Payments (KYC: Know Your Customer) verification.
  • Changing the address in the admin (Store details) does not update the internal address used for compliance checks.

Action items/next steps:

  • Contact Shopify Support via the Help Center to have the internal address updated on the backend.
  • Support options include live chat, email, or scheduled callback.

Status: Not resolved in-thread. Resolution depends on Shopify updating the backend address; no alternative documents suggested beyond ensuring they match the internal address.

Summarized with AI on February 4. AI used: gpt-5.
2

Hi there, @Opmtrading .

Welcome to the Shopify community and thank you for reaching out.

To clarify, are you seeing a red banner within your admin after you’ve submitted ID verification documents?

Depending on where you’re located, you can submit additional documents for verification. Could you let us know where you’re based? I’d like to share some additional documents that can be submitted for verification. You can also check out our resource on Setting up Shopify Payments and scroll to the section on information requirements.

For a faster response time, you can contact our support team via the Shopify Help Center. Our team will be able to take a look at your Shopify admin and account settings to advise you on what information you can submit.

I’d also love to hear what type of business you’ll be starting on the platform. Have you started building your store already?