Hi @danielle_c & @Jossor !
I’m sorry to hear you are both having difficulty here. Hopefully, I can help out!
The ID you submit must be a government-issued ID that is clearly printed and in colour, it must also be in date (not expired). The image you use must be uncropped so that the edges of your passport fill the screen. Any form of government ID will be perfect, so you can use a drivers license if you don’t have a passport, and vice versa. If you’re using a drivers license, our team have advised making sure both sides of the license are uploaded and it is a clear, uncropped/edited colour image of a valid license. For example, if you took a photo of your ID with your mobile device and your ID was left on a coloured background, you would need to crop had a background so that only the ID is showing. You must also ensure that the information on your ID matches the information we have on file for you: full name, date of birth, address, etc.
Let me know how you get on!
Ava
Social Care | help.shopify.com
Could you try uploading again and making sure none of the image is being cut off, and that it is very clear?