Photo ID to Continue Receiving payments

Michaeljames81
New Member
1 0 0

I have been Recieving payments from Shopify with no issues until now!

 

There is now a message on my home page which states the following "The photo ID you uploaded was not valid. To continue using Shopify Payments, resubmit your photo ID in order to verify your identity"

I have Submitted my Passport TWICE! and still the error message doe not go away.

What is wrong with my Passport? why will Shopify not Email me or call me to explain what the issue is? this is guess work and never gets resolved

Please Reply Shopify as i have payments pending!

Replies 19 (19)
Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 197 456

Hey there, @Michaeljames81 

 

Bo here from Shopify Support! 

 

I am sorry to hear that you are facing this issue. Often, when it comes to this error message the image uploaded of the ID is not clearly legible enough, some detail is not present, or the details do not match the information that was inputted upon signing up for Shopify Payments. I can see here from our end that you have an open ticket with my colleague, Wade. He will get back to you as soon as he can with further information regarding your account. The first place you will get an update is that email, as we do not have access to your case here in social support so please keep an eye out there for any information. We appreciate your patience and understanding at this time.

Of course, if there is anything else I can help with, in the meantime, please just let me know!

 

All the Best,

Bo

Bo | Retired Staff Member

unabhan
Tourist
12 0 1

We have been asked to upload owners photo id but can you tell us how?

 

Thanks

Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 197 456

Hey there, @unabhan 

 

If you log in to your Shopify admin you will see a banner asking to upload the ID. Click on the button on this banner to proceed to upload a pice of government-issued ID from the admin. Let me know how this goes and if there is anything else I can assist you with, I'm happy to help!

 

All the Best,

Bo

Bo | Retired Staff Member

unabhan
Tourist
12 0 1
I assume the Owner must login to do this? Only a notification appears on
other logins?
unabhan
Tourist
12 0 1

Our POS Quick Sale button is adding VAT which is not applicable - how do we amend?

 

Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 197 456

That is a great question @unabhan ! You will need to get the store owner to log in to do so as it is an action only the store owner can take. As for your other question, please do start a new thread in the community as it is unrelated to this thread. 

 

All the Best,

Bo

Bo | Retired Staff Member

MountRichon
Tourist
6 0 0

I am having the same issue, however, my notification states that my name does not match my photo ID...I don't even know how to upload my ID, so... how can my name not match???

I have no idea how to rectify this: the help section is useless and it is impossible to talk to Shopify direct not even via email.

Judith_Cutting
Tourist
6 0 6

After 4 years of happily using Shopify we have just received this message.  Nothing has changed!!!  What do we need to do?

Please advise so we can resolve and move on.

unabhan
Tourist
12 0 1
Hi Judith

Shopify advised me that It's through admin on owners login section, it must
be a driving license or equivalent. That's as much as I know, it worked
the last time, but haven't completed again yet.
Judith_Cutting
Tourist
6 0 6

Thank you - I just can't see on this page where to submit the ID

unabhan
Tourist
12 0 1
It should appear on a banner across the page? But you must be in the
correct login (owner). Sorry I can't help more but maybe try asking
Shopify directly through the community forum?
MountRichon
Tourist
6 0 0

Thank you, I am the store owner, so still confused.

unabhan
Tourist
12 0 1
Hi again, this is the response we received from Shopify- I hope this may
help

Re: Uploading Photo ID


Hey there, @unabhan




If you log in to your Shopify admin you will see a banner asking to upload
the ID. Click on the button on this banner to proceed to upload a pice of
government-issued ID from the admin. Let me know how this goes and if there
is anything else I can assist you with, I'm happy to help!



All the Best,

Bo

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Judith_Cutting
Tourist
6 0 6

Thank you.

 

However, when you click the banner it just takes you through to payments and there is nowhere to upload the photo ID

If you go to Settings/Admin as directed it is exactly the same scenario.

 

How and where exactly do you upload a new photo ID?

unabhan
Tourist
12 0 1
Im not Shopify Judith, so try link you query to a shopify agent? Best of
luck, I know how frustrating it can be!
Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 197 456

Hey there, @Judith_Cutting 

 

For account sensitive issues such as this it is best to reach out to Shopify Support directly. If you go to this page and click Contact Support you will be prompted to either login or continue without a store. Once you have selected an option you will be asked to ask about a topic. Search for your query and relevant help docs will populate as well as the option to proceed to live chat or email. You can also reach our Support team @ShopifySupport on Twitter or through Messenger on Facebook here

 

All the Best,

Bo

Bo | Retired Staff Member

MountRichon
Tourist
6 0 0
Thank you
Mbjorn
New Member
1 0 0

I have the same problem!

I have been selling for a month or so and now this pop up and say that I have to provide you with Photo ID and Utilities bill to be able to keep receiving payments. And this need to be done before the 28th of October 2020.

 

I have uploaded my driver license and a bill with my address and company name. But I just got a new message saying that Photo ID is not able to be verified and it doesn't give me the option to upload a new picture of my passport.

Please help me fix this.

 

Best

Mathias

Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 197 456

Hey there, @Mbjorn 

 

As mentioned in my comment above, the best way to get this resolved is to contact support directly via chat, email, or social media so that we can authenticate you as the owner of the account and escalate this to the relevant team. We cannot do this over a public forum. I will reach out to you via email so that I can look into this for you. 

 

Speak Soon

Bo

Bo | Retired Staff Member