Shopify Payments Account is currently on hold because Shopify need to verify my ID. We’ve submitted a driving license which has been accepted, however it seems like every utility bill we submit isn’t accepted. We’ve tried bills that use the business name and address, bills that use personal names and addresses, and Shopify is rejecting all of them, with the only explanation being “A document you submitted is invalid.”
I can’t seem to find a solution to this anywhere online.
Includes the full document (edges or corners cut off will result in it failing)
Includes your full name as listed on the Shopify Payments account
Is within the last three months
Then it should work. If your document meets these requirements and it’s being rejected then I’d recommend contacting Shopify Support so they can reach out to the team who handles the documents. That team can look into why the rejection is appearing and provide the next steps to get this resolved.
You can contact support by going to our Help Centre, logging in, searching your question, then clicking “contact support” at the bottom of the page that displays the search results.