I have submitted my Utilities verification document but it still keeps coming back as a request for my store. I have tried to re-upload several times now and it keeps coming back with the same error. I do not have a comment back to say why the verification is not being accepted nor an option to select another form of identity verification. I cannot seem to add any comments on the utilities bill nor find a direct contact to contact an actual support person at Shopfiy. Please can someone assist me?
Is there a specific error message that shows up on your end, after attempting to upload your documents?
And to confirm, the documents requested are to verify your Shopify Payments account, is that correct?
If this is the case, while we won’t be able to access your account to look into the issues from here due to security reasons, I’ll share a general guide below that you can follow on uploading documents:
If you’re using a mobile device or tablet to submit your documents, try using a computer or laptop to see if the issues persist. You can also try uploading your documents from a different browser, or to clear your cookies and cache prior to uploading.
Make sure that you’re uploading the correct file that is requested by our team, and for the correct person. If we’re requesting a business verification document for example, you’ll need to upload a document under the business name rather than your personal name in order for the system to accept your submission.
When uploading photo IDs, you’ll need to make sure that they are .jpg and .png files only. For business registration and address documents, we can accept those same file types, as well as .pdf.
Double check your image files, as they need to be 8000px by 8000px or smaller.
The file size also needs to be 5MB or smaller.
We also have a thorough guide that you can go through on our forum post here, for more information on uploading documents and the account verification process for Shopify Payments.
If you’d like to speak with our Live Support team so that we can look into the matter further, you’ll need to login to your store via our help centre here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. We’ll then be able to take a closer look at your account from our end and help with your query further.