The document you submitted wasn't readable. Try resubmitting a clearer photograph or scan of the doc

Payments + Shipping & Fulfilment
1

Has anyone encountered such a problem when opening Shopify payment?

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1 Like
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Hey @willxiao88 ,

Welcome to the Community!

When uploading the documents, you will want to ensure that your images are clear and provide the requested information. Also, ensuring that your images only contain the document (i.e. no borders, no background objects, etc.) will help with the review process.

You will want to double-check the following:

  • Ensure your photo is clear - It can not have a glare, and must clearly show the individual’s photo, along with other information.
  • Ensure that the photo includes the full document - It can not have any corners or edges cut off
  • Ensure the photos are in full color.
  • If you are getting an error that the additional field can not be blank - Try taking the photos again, and resubmitting using Google Chrome Incognito mode or another browser

A document upload may also fail to submit if the file being uploaded is too large. The below guidelines should be followed when you’re uploading documents through the secure upload banner:

  • The file should be a JPEG or PNG file. Occasionally a PDF file will work but can often cause errors with the upload.
  • The file needs to be 8000px by 8000px or smaller
  • The file size needs to be 5MB or smaller

I would suggest having a look through the above points and trying once again to upload your ID following the guidelines. In addition to that, I would recommend trying to upload your ID using a computer rather than a mobile device or tablet. Let me know how that goes and if you are still running into issues, happy to help!

How are things going with the rest of your website? If you’re looking for the next steps to grow your business further, you may be interested in our video courses on Shopify Learn! This is a free resource for you to learn about anything from marketing to store design. I highly recommend taking advantage of this as you’ll find many tips and strategies from experts in different fields.

As always, should any questions arise, be sure to reach out to us!

3

I tried to submit different ID photos, but this problem still occurs in a loop, I am sure it is not the problem with ID photos

4

@willxiao88 ,

Have you tried uploading via a different browser or device? I would suggest logging into your Shopify account via an incognito Google browser and seeing if you are able to reupload. If so, this may be a browser cache issue.

Let me know how you get on!

5

I have tried different browsers and different ID photos, but it still
doesn’t work.

6

Thanks for the update @willxiao88 ,

Moving forward, we’ll need to access your account securely with our live authentication methods in order to troubleshoot further. We’d be happy to continue assisting you through live chat, email, or callback.

Please visit https://bit.ly/3BANQVf and log in to your account to create a support request.