Verification: Proof of Address (payment hold)

Payments + Shipping & Fulfilment
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1

Hello,

I’m hoping somebody can help me with a few questions.

I’m getting the messages below, because I still need to verify my account, before my payments get taken off of hold.

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I have submitted my personal id but still being asked for a proof of address with the only given option being a utility bill. I tried sending a bank statement from one of my personal bank accounts but I’m still being asked for a utility bill as proof of address, with no option to submit another form of proof of address. I live with my family and don’t have utility bills directly in my name, so this is not possible.

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I have 3 questions:

  1. Do I need to submit proof of personal address or proof of business address? I recently obtained an office address and this is the business address that I have provided to shopify. I don’t recall being asked for my personal address from the shopify registration.

  2. I do not have utility bills for a personal or business address. Can I submit a bank statement instead? If so, which address needs proof. Personal or business?

  3. If personal, why is proof of personal address needed? I only recall putting the business address when registering with shopify.

Apologies for the long question. I hope the questions make sense and that someone can get back to me asap. Thank you!

2

Hi there, @twtft !

Thank you for your post, I’m happy to share some information.

I recommend selecting your country from this page to view the accepted types of documents you can upload to verify your identity (found in the Personal information requirements for Shopify Payments section). Since requirements vary by country, and I’m unable to provide account-specific support via the Shopify Community Forums, I recommend getting in touch with our live support to verify the requirements in your specific case. We’re available 24/7, and when it comes to reaching out to our live support line, I’ll provide some steps here to make it easier.

  1. Head over to this link: Contact Shopify Support · Shopify Help Center
  2. Log in (recommended) or select I don’t have an account if you’re unable to log in
  3. Select the support topic that best suits your inquiry (such as Account or Store settings)
  4. Scroll down to where it says Get support and select one of the available support options

You’ll then be connected with a Support Advisor who can review your account and touch base with our Shopify Payments team if needed.

Please let me know if you have any other questions!