Hi, @Carleenfitz !
There can sometimes be confusion over the type of ID needed for verification. If you’ve already provided a passport ID that was accepted, then a valid proof of address may be needed here, not a photo ID. The proof of address is needed for the business representative (your name), not the company name. So the ID you would need to submit should show your name and the address stated on the file. This is the address listed under Settings > General! If you do have a document for proof of address (a utility/electric bill) with your name and address, you can submit it through the admin home screen. When you log in, you should see a banner in the admin asking you to submit documents, you can submit it there!
The address used when setting up your Shopify Payments initially has already been submitted to our banking partners, but it can still be changed if you need it? You can reply here and let me know if you need to change this, I can chat with our Accounts team about setting that up for you.
Could you try that and let me know how you get on? Just to make sure that was the issue and that it was resolved for you!
Ava
Social Care | help.shopify.com