Hello,
I am writing regarding my Shopify Payments (powered by Stripe) account, which is currently unable to complete identity verification. Every attempt to submit my national ID automatically results in the error “Your ID couldn’t be verified,” even though the document is valid, unexpired, and the name and address match the information on my Shopify account exactly. My Shopify account itself is verified, 0 issue, 0 chargeback whatsoever. I have a French national ID, business is in France
I have already submitted the ID multiple times with clear, high-quality photos and confirmed that all personal details in the account are accurate.
Support has advised trying another document, but I do not have any other form of government-issued photo ID available.
This issue is preventing payouts and holding my funds, which is seriously disrupting my ability to operate the business. Is there anyone from Shopify that can help ? Did someone had the same issue ? this is urgent I want this to be fixed now, but neither Stripe support nor Shopify support is actively helping me.
Thank you
this was my ticket number : 69809282 , however no news
Hi @Brayan_o75 Welcome To Shopify Community So This is a known friction point with Stripe’s automated ID verification (which Shopify Payments runs on), it sometimes fails on valid documents due to image quality issues invisible to the human eye, like glare, slight blur, or the ID’s security features not scanning cleanly, even when the photo looks perfectly clear to you. Since you don’t have a second government photo ID, a few specific things worth trying: submit the photo in natural daylight with the ID flat on a plain dark background (no glare from overhead lighting), make sure all four corners of the ID are fully visible in frame with a small margin around it, and if your ID has a chip or hologram, try angling slightly to avoid reflection on that area specifically, since that’s a common failure point for French national ID cards which have embedded security features.
If it keeps failing after that, escalate specifically by asking Shopify Support to open a ticket with Stripe’s identity verification team directly (not just general Shopify support), and mention that you have no alternative government photo ID, since agents sometimes have an internal escalation path for exactly this scenario that isn’t offered upfront. Also worth asking if a passport-style document check (if you have a French passport, even though you mentioned only having the national ID) or a manual review by a human agent instead of the automated system is possible, some Stripe-related verification failures do get resolved through manual review once escalated past the first line of support. Hope this helps solve your problem, and if it does, don’t forget to like and mark it as the solution. Thank you!
Hello, I’ve tried everything you’ve said, natural daylight, nothing hidden, this is just completely non-understanble. I’ve tried over 20 times and it keeps being rejected despite making crystal clear pictures of the ID.
I’ve tried to talk to Shopify support but waiting time for an answer from their internal teams is very long, putting my business in danger for something that isn’t even my fault… I want a solution today, It’s been already 2 days without any news despite them saying they would get back to me in 24 hours.
Hi @Brayan_o75 So 20 rejections despite clean images strongly suggests this isn’t actually an image-quality problem, it’s more likely a backend mismatch or a flag in Stripe’s verification system unrelated to what the photo looks like, possibly a data formatting issue (like how your name or address is entered differing slightly from the ID, even something as small as accented characters or a middle name ordering) that the automated system keeps rejecting silently without telling you the real reason.
Since general support isn’t moving fast enough, try reaching out through Shopify’s official X/Twitter support account (@ShopifySupport) with your case details, that channel is sometimes noticeably faster for account-blocking payment issues than the standard ticket queue, since it’s publicly visible and tends to get escalated quicker. Also explicitly ask them, in writing, to confirm whether this is an image-quality rejection or a data-mismatch rejection, since you’ve already ruled out image quality, getting them to state the actual failure reason is what will get you an actual fix instead of being told to keep retrying the same thing that isn’t working. Hope this helps solve your problem, and if it does, don’t forget to like and mark it as the solution. Thank you!
I’ve already discussed on X, they directed me to Shopify assistance on website, which, again, doesn’t lead anywhere but making me wait without an actual solution.