I have been running my online store for a couple of months and have received lots of orders. I haven’t been able to receive any of the payouts because I haven’t uploaded verification documents but I don’t know where to upload them. I have tried contacting Shopify via chat and email but have received no help. I have also checked youtube and google for information but I can’t seem to find anything. Does anyone know where to upload the verification documents? Could someone help me out?
Hey, [email removed]Jodiehj! Welcome to Shopify Community!
Congratulations on already getting lots of orders within a few months of launching your store! I understand how important it is to receive your payouts so I’d love to help you out with this. When your payouts are on hold and you’re asked to submit documents, a banner prompting you to upload the required documents normally appears on the homepage of your admin. Have you had a chance to check that area?
If you don’t see the banner on your homepage and you received an email regarding the verification, please respond to the email and advise the agent who reached out about the absence of an area to upload your documents in the admin. This reply goes directly to the verification team and they can ensure there’s a place for you to upload those documents. If you didn’t receive an email, you can visit our support page and our support team will follow up with the verification team on your behalf.
I appreciate you replying to my question, it means a lot.
I did have the banner to upload documents on my home page, but I changed store owners and the banner disappeared is no longer on my store. I also tried checking my emails to see if I had received one about the verification, but the email is no longer there as I changed my email when the store owner was changed.
[email removed]Jodiehj My pleasure, Jodie! In that case, creating a support ticket is the best course of action here. Our support team will likely need to help you update your Shopify Payments account information to reflect the changes you made with the ownership. Please feel free to go ahead and get in touch with them so they can take you through the next steps in solving this problem.