I’m having trouble verifying my shopify store which has put my shopify orders and shopify payments on hold.
I’m confused by it cause I gave clear information confirming my identity and it is just telling me to contact support but in support there is nothing referring to my issues.
If anyone has an idea on how to fix this let me know because I have already put money into my shop and for it not to work over a verification system would be annoying.
Hi @DanielHoran
In this situation you will want to reach out to our live support channels through the Help Center. It sounds like you have been to the Help Center already, but that you didn’t get connected with a live agent. Once you’re connected with our live support they can escalate this to the team handling the reviews to finish getting this resolved.
To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for “unable to verify documents” and use the contact support button at the bottom of the search results to see all our live support options.
If you are having any issues with getting a hold of our live support, please let me know what step you are able to complete.
Thanks Shay, I am now in contact with the help team and they are resolving my issues, great advice!
I am having the same issue. It is incredibly frustrating. No way to get a hold of anyone!!! our multi million dollar business is at the mercy of shopify , and we are being threatened to have our shop closed but will not verify my ID!!! not okay SHOPIFY!!!
Thank you for reaching out about this. It sounds like your Shopify Payments account is being reviewed and there is a request for additional documents from your business, is that correct? I definitely understand the urgency for your business to get this resolved.
In these situations if you are unable to upload the required documents from within your admin, or are experiencing errors with that, you will want to contact our live support through the Help Center. It’s important to note that our standard support team will not be the ones handling the review process directly, but they can alert the team managing the review and let them know of any issues you are having. From there, the team can follow up with you via email (for security and authentication reasons) to assist you further.
To contact our live chat support, please follow this link: Contact Support, sign into your account and select the appropriate prompts related to your issues. You will then be provided with all available live support options.
If you are having any problems with that, please let me know here!
Hi Shay I have had a really unhelpful interaction with a live chat. He said he would escalate the issue and that was on the 24/10/24 just how long does escalated stuff take. I too am having issues with verification. But cannot fond anyone “live” to help I have photo/screen shot if the relevan info but cannot upload here help please
I have the same problem and been contacting them for the past two months about it. They are just good at telling me do not worry we will resolve it and 2 months later we are still have the same issue! its unbelievable how this platform is treating such an important issue, and of course this has impacted my business operations and no one cares. I am really frustrated and cannot find a solution.
You just need to keep contacting them and go on chat and keep pushing