Why can't I verify my payment details on Shopify?

Shopify Discussion
1

hello for some reason i tried to submit my details to shopify multiple times and it does not work also it is telling me that i need to verify my shopify payments but it does not show me any where i can do it

2

Hi @15848d ,

I’m happy to provide some assistance with your Shopify Payments, to ensure this gets resolved. To confirm I’m fully understanding, are you seeing a banner within the Shopify admin that includes a ‘submit documents’ option?

If so, you will want to provide the requested documentation to complete the review. You can attempt the outlined steps listed below to see if this helps to resolve:

  • Attempt some local troubleshooting - Clear your Cache and Cookies or try to access the shop from an Incognito Tab. Sometimes using Another Browser (i.e Safari, Chrome, Firefox) or Another Device resolves.
  • Ensure your photo is clear - It can not have a glare, and must clearly show the individuals 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.

If after attempting all of the suggestions above, you continue facing issues with verification, it’s recommended you Contact Support. This will allow our advisor team to investigate further and connect with our Payments teams to get this resolved.

Please let me know if you have any other concerns.

3

I have the same problem, I’ve been trying to get my address verified with the documents since 06/01/23. I’ve submitted 7 documents in total - all with the correct address, name and details, also all from within the last 3 months. Each one has been rejected with no explanation, I just get the same pop-up to submit new documents after a few hours. Now it’s stopped letting me submit documents at all, the button is there, but doesn’t let me upload an image.

I’ve contacted support multiple times and no one has been able to put me in touch with the verification team. I literally have no way to contact anyone to assist with this.

Until this is resolved, I can’t open my store, as I don’t want payments to be held - as currently I don’t feel confident that this will ever be resolved and I’ll therefore lose any money I make.

Did you get your issue resolved and if so, how did you contact anyone at Shopify that could help?