Shopify payments asking for ID verification of previously removed staff member

Shopify Discussion
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1

Shopify are asking me to provide/update information on my business partner who was removed from my store over 6 months ago. They ask me to provide identity verification (Drivers license/Passport), which doesnt make sense as he has been discontinued. I cannot accept payouts or continue working on my store until this issue is resolved as Shopify are blocking me from accepting payouts until I provide ID verification. This is clearly a bug, and I have spoken to Shopify support a ton of times but they do nothing to fix the issue.

If someone could suggest a solution to this that would be amazing.

2

Hi, @LukeJ560 .

Thank you for reaching out!

I recommend replying directly to the email you would have received asking for this information. That way, the correct team will be able to answer these questions for you.

3

There isn’t an email. Its located on the Shopify payments page, where it asks for an identity verification of my removed business partner. I don’t have his details because he moved countries. Its clearly a bug or technical issue because it shouldn’t still be asking me for his ID when he was completely removed months ago.

4

Hi, @LukeJ560 .

Thank you for confirming that!

Was the ownership of the store transferred to you when he left the company?

5

No he never had ownership. He was just a staff.

6

Hi, @LukeJ560 .

Thank you for that information. Do you happen to have the ticket ID number from your support interaction?

7

I used my main account to interact with support not this one. But the ticket ID is:

  1. I have been in contact with support multiple times before over this issue and all they say it they’ll look into it, but nothing ends up happening.
8

Hey, @LukeJ560 .

Thanks for providing us with that context.

I can confirm with you that the ticket is with the correct team. With that being said, we have brought to the teams attention that you are eager for a response. I do not have a specific time frame to provide to when you will receive a response. However, I encourage you to keep an eye on your email for a response.

Let us know if you have any questions.