So I’m trying to set up shopify payments and it is asking for me to provide a copy of a utilities bill or bank statement to prove my address. Does it want to prove my home address or business address? Also which setting would my home one be under as I can’t seem to find it?
Topic summary
Address verification for Shopify Payments requires proof (utility bill or bank statement) tied to the store’s default location. The default location can be viewed/changed under Settings > Locations; a step-by-step guide was linked.
A merchant using a virtual mailbox (to keep a home address private) cannot provide utility bills for that mailbox and asked if payments can be activated with a virtual mailbox address.
Support did not confirm whether a virtual mailbox is acceptable. Instead, they referenced the information requirements for Shopify Payments and recommended contacting live support via the Help Center (ask to “Speak with support”).
Key terms: “Default location” is the store’s primary operational address used for shipping/admin and is the address to verify for payments.
Action items:
- Check and, if needed, update the store’s default location in Settings > Locations.
- Review Shopify Payments documentation on required information.
- Contact live support for case-specific guidance on using a virtual mailbox.
Status: Unresolved; outcome depends on support’s assessment of virtual mailbox eligibility.
Hey @4nd1 .
Thanks for reaching out.
This is a great question! You will want to provide a copy of the documents for the online store’s default location. With that being said, you can make changes or updates to the default location of your Shopify store by navigating to Settings > Locations. We do also have a great step-by-step guide available on how you can make changes to your default location here.
Let me know if you have any questions.
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Thank you for the response Ollie. However I am still struggling with something. I purchased a virtual mailbox so that I can hide my home address but to open Shopify payments it requires a utility bill etc to prove my address. I obviously don’t pay bills at my virtual mailbox so I’m unsure how I can prove the address. How can I activate payments when using a virtual mailbox or is it not possible?
Hey @4nd1 .
Thanks for the quick response.
That is a great question! We do have a great help document that goes into depth about information requirements for Shopify Payments here. However, I would suggest bringing this to a Support Advisor’s attention to have a further look into the setup of your Shopify store. You can get in touch with our live support by navigating to the Help Center.
Once you arrive on the Help Center, you will need to let the virtual assistant be aware that you would like to Speak with support and you will be connected accordingly.
Let me know if you have any questions.