How can I verify my address for Shopify Payments without a utility bill?

[wow-infinity]

Hi,

I have the registered UK limited company from outside the UK. I recently activated shopify payments. After 1 day, it's asking about ID and Address verifications. I uploaded my Passport for ID proof and it got accepted but I haven't utility bill to prove my address. What should I do? By the way, I'm from Pakistan.

[Victoria]

Hi, @wow-infinity.

Thank you for sharing your question here in the Shopify community!

I understand that your business is registered in the UK, you've recently activated Shopify Payments and it now requires you to submit a utility bill to prove your address. Rest assured, I'll be able to provide you with a bit more context and the best next steps to have Shopify Payments enabled.

As per our Shopify Payments Terms of Service, when setting up Shopify Payments, an individual is required to provide documentation for their Shopify Payments account.

There are specific bank account requirements and personal information requirements that must be provided upon setup. If you're unable to provide a utility bill, I'll share additional personal address documents you can provide. These documents must display your full name and address. 

Address documents for the United Kingdom:

• Driver license

• Statement from a financial institution

• Government-issued letter

• Solicitors letter

• Council or housing association documentation

• Benefits Agency documentation

• Electoral Register entry

• NHS Medical card

• GP letter of registration with the surgery

You can view the full list on our Shopify Payments requirements resource. Once this information is submitted our team can have a closer look to ensure you're able to complete your Shopify Payments setup. 

What kind of online business do you have? Have you already had a chance to browse through our Shopify Store Checklist? When first creating your store, this is a great checklist to have handy as it will ensure you've completed each area of your store before launch.

Feel free to reach out here if you have any additional questions.

[wow-infinity]

Hi,

Thank you for getting in touch.. Address has be approved as I'm not seeing the "submit your documents" option now..

But, I didn't get funds in my relative bank. Funds are still showing as pending. And I set the payout preference as "Every Business Day".

Please share if you have something to solve this issue. Because I wanna launch my store as soon as possible. Thanks

[Victoria]

Thanks for your prompt reply, @wow-infinity and I'm glad to hear your address has been approved!

When you're viewing your Payouts section, transactions marked as Pending are for sales that you've made, but haven't been sent to your bank account yet. 

Please note that the funds may not appear in your bank account right after they're sent. Banks can typically take between 24-72 hours to process deposits to your bank account.

I recommend taking a look at our Getting paid with Shopify Payments resource for more information on pay periods.

[wow-infinity]

Thank you for getting back..

The funds are in pending state for months. The aspected payout date was 31 May 2022. But funds are still in pending state.. I'm attaching a screenshot

[Victoria]

Thanks for the additional context and for letting us know.

Have you tried contacting your bank directly to ensure there are no issues on their end? Once you've contacted your bank to confirm there are no issues, I recommend reaching out directly to our support team via the Help Center.

I recommend this option as we are unable to authenticate your account or provide account-specific information via our Community Forums. Our team will need to take a closer look within your Shopify admin and your account will need to be authenticated in order to do so.

I truly understand the importance of having this resolved so I would first contact your bank directly and then reach out to our support team. For better visibility, I'll share the steps below to create a support request.

How to contact Shopify Support:

• Head over to our Help Center and log in to your store.
  
• Once logged in, select a topic from the ones provided. In this case, you'll want to select Account.
• On the following page, select the subtopic Plans and billing.
• Scroll down to the very bottom of the page where you'll see our available contact options under Get Support.

Please let us know if you need further assistance or are having trouble accessing our help center.

[wow-infinity]

Hi,

I'm using Transferwise bank account for payments. As I mentioned before, I've registered company in UK and I opened my transferwise business bank account with the company. But funds aren't going in the bank account. I checked, all details are correct and perfect. Please advise. thanks

[Victoria]

Hi, @wow-infinity. 

Thank you for advising you've checked with your bank and ensured everything is set up correctly. I truly understand the importance of having access to your payouts/funds. 

In order to thoroughly look into this, you'll need to create a support request via the Help Center. This is due to the fact we are unable to authenticate your account or provide account-specific information via our community forums.

Once authenticated, our support team will be able to take a look within your admin or point you in the direction of the appropriate team to handle your request. Our support team can be reached via chat, email or by scheduling a callback. For a faster response time, I advise contacting via live chat to speak with a live chat advisor.

[Balasem]

Hi 

I have the same issue now and I’ll appreciate if you can help 

the document that you sent did it had the uk address or Pakistan address? 

Thanks 

[Victoria]

Hi, @Balasem.

Welcome to the Shopify Community and thanks for joining in on the thread!

In order to verify your information for Shopify Payments, you must provide:

• Documents for identity and home address verification
• Documents for business verification

To upload and submit this information, you'll need to use the secure banner within your Shopify admin. The review process for this may take up to 3 business days to complete and our team may ask for additional information. I recommend reviewing our resource on Setting up Shopify Payments to ensure you have the correct documentation. 

Could you let us know a bit more about your online business and how you started? I'd also love to hear what you're currently working on.

[roosa_mattsson]

Hello,

where can I change the addresses I provided when activating Shopify Payments? I realized after entering the addresses that the addresses should be home addresses, not business addresses. So instead of my and my colleague's home addresses, I gave the company address. I can't finalize Shopify payments until the addresses are changed.

[Victoria]

Hi, @roosa_mattsson.

Thanks for joining the thread.

I would like to advise that the information you entered when onboarding to Shopify Payments cannot be updated from the admin. To change this information, you'll need to create a support request via the Shopify Help Center so our internal team can adjust this information for you.

To create a support request you'll need to log into your account, select a topic that pertains to your query and on the following page, our contact options will be displayed. Let us know if you need help navigating the help center.

If you have any non-account-specific questions that you'd like us to look into, feel free to share them here.

I hope this helps!