Why are my payments still on hold after submitting ID multiple times?

Shopify Discussion
1

I have my Shopify Payments on hold so I have submitted my passport at least three times already. Still everytime I get the same message saying that I have to submit photo of government issued ID which my passport of course is. I didn’t realise this so I opened my store and missed about four orders which isn’t much but still pisses me of. Shopify Support solve this or I’ma take my business to Wix.

Sincerely Myaiga

2

What do you mean by requirement? I have submitted a photo of my government issued passport, like advised.

3

Hi there @Myaiga !

Sorry to hear you’re having a hard time submitting verification documents for your Shopify Payments account.

While we wouldn’t be able to access your account info or support tickets from here for security reasons, I’d like to share some tips on document submission that are generally helpful.

  • For photo ID, we can accept .jpg and .png files only.
  • For business registration and address documents, we can accept those same file types, as well as .pdf
  • Image files need to be 8000px by 8000px or smaller
  • The file size needs to be 5MB or smaller

I’d also ensure you’re sharing a clear image of the front and back of the document as requested, and ensure you’re showing the full document including the edges.

Have you been updated via email about your document submission, or are you seeing a notification in your admin about your document upload?

4

I have fill all of those image requirements. I have not been updated via email, I just keep seeing the same “Payments On Hold”.

5

Hi again @Myaiga !

Thanks for getting back to me here and for confirming that information for me.

At this point, I’d recommend you reach out via our Help Centre here, so we can take a look at what is happening for your account and see if we can share any insight on your document submission.

All the best!