- Spotify will not verify my address. A tab pops up telling me I need to verify my address with a utility bill. I have sent through multiple financial statements with my proof of address which also include my name. It’s still not working. I have spoken to 3 Spotify chat helpers who keep telling me that the verification team will email me. It’s been almost a week and still no email. I have payments owing to me that I cannot withdraw because I am not verified. Very unhappy with the services so far. What do I do?
Hey, @Jacksonrusty
Eunice here from Shopify. Thanks for posting, and welcome to the Community!
Before we dig in, I just want to make sure you’re needing help with your Shopify store, rather than your Spotify account. Sometimes auto-correct can change Shopify to Spotify.
Address verification can be required for a few different things. So I can best support you please answer the following questions:
What does the message say on the pop-up tab?
Which page does this pop-up appear on?
Has anyone from Shopify emailed you to request address verification?
Which payment provider are you using?
Hope to hear from you soon.
Thank you for you reply.
yes the problem is with my shopify store.
At the home page of my store a message appears saying:
“To continue accepting payments, you need to submit some additional details about your business.”
another message above that says: “
Your payouts from Shopify Payments are on hold
Your Shopify Payments account needs to be verified. You can still make sales while your payouts are on hold.”
I then click on the message which takes me to a page asking for a utility bill. I have then submitted a financial statement from my bank proving address and name. Nothing happens. Like I said in my previous message, I have spoken to the chat help line multiple times and they have told me that the verification team will email me to help.
I look forward to hearing from you soon 
Thank you for your patience with this while I’ve been out of office, @Jacksonrusty .
When a Shopify Payments account is on hold, the Shopify account holder is sent an email with additional information. To resolve the issue, review this email and reply directly to it. Have you received this email yet?
Hello,
negative, I have just looked through all my emails and can confirm I have not been sent an email with additional information.
if this could be re sent that would be great.
I understand your frustration. I can assure you that someone from Shopify will be in touch. Sometimes, it can take a few days or so. Hopefully, you won’t be waiting much longer 