Hello,
I have been waiting over a week to have an answer why my multiple attempts at document verification have failed.
I have uploaded many gov issued documents multiple times, and every time I enquire about what the issue is or what I need to fix, I am met with a generic ‘we are looking into it’ response.
Can someone please assist me, and let me know, how i can fix this issue, so i can start marketing my store.
I have the same problem and nobody helps.
Hi @fraulein
Welcome to the Shopify Community, and thank you for reaching out here.
I understand you are having some issues when trying to get your documents verified. That is certainly not ideal, so I appreciate why you would want to get this resolved.
Can you confirm if you are currently seeing any errors or warning messages in your admin? Can you also confirm if you are still seeing prompts to upload verification documents, and if you have submitted documents in accordance with the Shopify Payments requirements outlined here?
From what you have described, it sounds like you have already been in touch with our support team. Did they indicate that they would need to send it over to another specialized team? If so, this can take a little bit of time for them to process your information and revert back via email (these teams only ever communicate via email). I know that having to wait is not ideal, however it is often necessary, especially during times of high demand.
Can you confirm if you received an email relating to this issue? If so, replying directly to it will be the correct way to ask any further questions or add relevant information. Here on the Shopify Community we cannot access any of your account information or support tickets.
@hobigo thanks for reaching out here also. It seems like you are experiencing the same thing. Have you received any emails from our team regarding this? If not, I would highly suggest reaching out to our support team using this link here.
Thanks Rick, it was eventually sorted, it just took a very long time without any real explanation as to what the issue was until the final correspondence and chats we had.
If they had explained it in more detail initially, would have been happy to wait.