Hi, so I have submitted my passport and a recent mail with my full address on it as verification. I do not pay the bills so it was a normal letter but I still get the “A document you submitted isn’t valid” message. I tried to match the name on the account with my full name on the passport but that did not seem to work too. I’ve tried many different things and have the necessary proof but still no answer. Any help?
Hey @ibzstar .
Thanks for reaching out.
I appreciate the context that you have shared with us as that is helpful. In this case, I would suggest reaching out to our Support directly. Since we cannot authenticate you over our Community forums due to the sensitivity of the information that would need to be shared. It would be best and more secure to login to your store using our Contact Us page.
This will allow us to verify you as the store owner before speaking directly with a Support Advisor about the situation.
Note: Once you successfully login to your online store, you will be directed to the Help Center - type in what you would like assistance with and search for related articles. You should then see the option to Get Support located below the search results.
Let me know if you have any questions.