Why won't Shopify accept my downloaded PNG or JPEG document?

Technical Q&A

Topic summary

A Shopify store owner in Ireland is unable to submit a Beneficial Owner Report document in PNG or JPEG format. The document downloads successfully, but the submit button remains inaccessible, preventing completion of the identity verification process.

Key Issue:

  • Document downloads but cannot be submitted through Shopify’s payment/identity documents interface
  • User reports being stuck in a loop when trying to access support, with no live help available for Ireland

Recommended Solutions:

  • Contact Shopify support through the Help Center by logging into the store via the Contact Us page
  • Navigate to Account → Plans and Billing → Get Support to speak with a Support Advisor
  • Verify file format (PNG/JPEG), file size limits, and filename (avoid special characters/spaces)
  • Try different browsers to rule out compatibility issues
  • Ensure document meets Shopify’s identity verification requirements

Status: The issue remains unresolved. The user expressed frustration about circular support navigation, while community members provided troubleshooting steps and guidance on accessing Shopify’s live support channels.

Summarized with AI on November 15. AI used: claude-sonnet-4-5-20250929.
7

It seems like you’re having trouble uploading a document to Shopify, specifically in PNG or JPEG format. Here are a few steps you can take to address this issue:

  1. Document Type: First, ensure that the document you are trying to upload matches the document type and format that Shopify requires for identity verification. Double-check the requirements on Shopify’s documentation.

  2. File Size: Make sure that the file size is within the acceptable limits set by Shopify. Large files might not upload successfully. If needed, you can try compressing the document without compromising its quality.

  3. Browser Compatibility: Try using a different web browser to access the Shopify admin panel. Sometimes, browser extensions or settings can interfere with file uploads attitude. Using a different browser might resolve the issue.