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Urgent: Submit your photo ID to verify

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Waysideopshop
New Member
8 0 0

Hoping I can have some assistance on the above topic. Our shopify is under our business name and entity. When required I.d is needed who's I.d should we provide. And also will the site be shut down if not given by tomorrow afternoon? Help!! 

 

Url: https://wayside-chapel-op-shop.myshopify.com 

Accepted Solution (1)

Accepted Solutions
Ren
Shopify Staff
Shopify Staff
884 58 133

This is an accepted solution.

Hi there,

This is Ren from the Shopify Support team. Thanks for reaching out and I am sorry to read about the issues you're running into.

It looks like we'll need to access your account in order to resolve this issue. While we're not able to provide account-specific support via the Shopify Community at this time, we'd be happy to continue assisting you through live chat, email, or callback.

Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Ren | Social Care @ Shopify 
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Replies 48 (48)
Ren
Shopify Staff
Shopify Staff
884 58 133

Hi @Waysideopshop

This is Ren from the Shopify support team, here to help. Thanks for your post! When it comes to submitting ID for verification for any shop, the person who opened the account as the account owner is required to submit a picture of a piece of government-issued photo identification as well as any supporting business documents as requested.

The account owner can use the banner that appears on the homepage to upload the necessary files. While the verification process is happening, you can expect your payouts may be put on hold but the store generally remains open and customers can continue to place orders.

So to summarize, the person that opened the account and has their name listed as the account owner must be the one to submit the documentation. Let me know if you have any concerns about that or require any further clarification. 

 

Ren | Social Care @ Shopify 
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Waysideopshop
New Member
8 0 0

Hello, thank you for answering we uploaded the I.D for the person who opened the account however it was not valid..what does this mean? Is there a way you can look into who's i.d is required? 

 

Screen Shot 2020-05-06 at 9.52.44 PM.png

Stus
New Member
2 0 2
Hello, I too have been unable to download ID that is accepted. My payouts are now on hold. I have spent 3 days asking support for their help to no avail except being told that someone will look into it over the next 72 hours. This timeline is unacceptable. I have exhausted all avenues of help. Can someone please advise / recommend anything ?
Ren
Shopify Staff
Shopify Staff
884 58 133

Hi again @Waysideopshop

Was there a specific error message along when you attempted to submit the ID? Can you try again and make sure there are no extra spaces in the information fields (like next to names, etc) and double check for any spelling issues. Also, please make sure you are providing JPG or PNG files during the secure upload. Let me know how that goes! 

 

 

Ren | Social Care @ Shopify 
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Ren
Shopify Staff
Shopify Staff
884 58 133

Hey @Stus

Thanks for your post.

It sounds like you've done all the right things in terms of reaching out to support for help and it sounds like your query was sent to the appropriate team for looking into this issue for you. I understand a 72 hour timeline feels quite long during this time and your patience is appreciated while the team reviews your ticket.

Due to the sensitive information being processed, a very specific team must handle this type of request and so long as you have reached out and have opened a ticket, you are on the right track. Please keep an eye out for a follow up and be sure to check your spam folders too. 

 

Ren | Social Care @ Shopify 
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Waysideopshop
New Member
8 0 0

Hello,

 

I resubmitted a passport as there was another notification saying the I.d given needs to match the account name given which it does but still not accepted. 

Will this be looked into by someone over the next 72 hours like the above person said? To avoided disappointed users I would highly suggest adding the i.d verification during the opening of the account not after a website goes live, it;s quite stressful and not clear as to when this will be resolved. 

Please let me know a timeframe. 

 

Thank you

Ren
Shopify Staff
Shopify Staff
884 58 133

Hi @Waysideopshop

Just checking in to see whether this has been resolved for you.

I am not able to gauge a more specific time frame without looking at your personal details, though, in the event that you need further assistance please let me know and I can reach out via secure email due to the discussion of sensitive details. Don't forget, we always have 24/7 live support available so if you are looking for more immediate assistance you can always reach out here. 

 

 

Ren | Social Care @ Shopify 
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Stus
New Member
2 0 2
Thankyou for your reply, I have been advised that this matter has been
resolved however I am still waiting to see when pay outs recommence after 6
days of none.
Thankyou
sandersds
New Member
1 0 0

Hello,

 

I have also recently got that message where I had to give my ID so that my Shopify Payments payouts would no longer be on hold.

I uploaded a photo of my passport, sharp and no distracting background. Yet it is somehow rejected and they say it is not valid. While it is valid. And now it says ''If you want to continue using Shopify Payments, you'll need to resubmit your Photo ID to verify your identity. ''

 

Hopefully you can help me with this.

Regards, Sander.

Waysideopshop
New Member
8 0 0

Hi there,

 

Unfortunately it has been 7 days and still nothing has been changed. The notifications are still on our backend homepage. Is there someway we can look into this deeper? Via email?

For the immediate support link you gave it takes to me to here, nothing on the page. Even when I sign in. 

Screen Shot 2020-05-15 at 7.40.17 AM.png

 

This forum seems to be the only place you can receive support responses.  

Thank you

Ren
Shopify Staff
Shopify Staff
884 58 133

Hi @Stus

Did they offer a timeframe on when your payouts would become available again?

You should be able to view your payout status from your admin by going to Shopify Payments > View Payouts. There you should see your previous and next payout as well as the estimated date you'll receive the payment. If this information isn't present, you'll want to reach back out via email and let them know. 

 

Ren | Social Care @ Shopify 
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Ren
Shopify Staff
Shopify Staff
884 58 133

Hi @sandersds

Thanks for your post. You'll need to be sure that the ID you are submitting is a picture of a piece of government-issued photo identification, along with any required supporting business documentation.

You can feel free to reply to the email to ask for clarity on what they need. Some ID isn't considered valid so your best bet is to submit a passport or driver's license.

 

Ren | Social Care @ Shopify 
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Ren
Shopify Staff
Shopify Staff
884 58 133

Hi @Waysideopshop

Thanks for the screenshot there. It looks like that could be a browser related issue so definitely try clearing your cache or attempting to access the Contact page from another browser. In any case, I am so sorry you've been having trouble getting through. We are experiencing a very high volume of support requests due to the current circumstances.

I have reached out securely via email, please respond as directed when you get a chance and we can proceed with a closer look into your account. 


Ren | Social Care @ Shopify 
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Timpiete
New Member
3 0 0

My Shopify account is asking for a photo id verification, but the person who started the Shopify account is not anymore the owner and therefore it is asking for their photo id. How can I change this so I am the one who can submit my Id? I changed the name under settings but it is still asking for the original owner's id. 

 

Thanks- Tim  

Ren
Shopify Staff
Shopify Staff
884 58 133

Hi @Timpiete

Thanks for getting in touch about this. I have reached out to you via secure email. Please follow the directions in your reply and we can proceed with having our Accounts team take a closer look at this for you. If you have any questions, just let me know. 

 

Ren | Social Care @ Shopify 
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ttan
Excursionist
27 0 4

Hi @Ren ,

I have received my payout for my first order but I see the message below on my home page:

ttan_1-1599748606289.png

ttan_0-1599748497976.png

Would like to check if it's acceptable for me to blur out sensitive information such as my identification number when submitting my photo ID? As it a PDPA law in my country- Singapore that our identification number should not be shared with anyone.

Kindly advise. Thanks very much.

Ren
Shopify Staff
Shopify Staff
884 58 133

Hello @ttan

Thanks for getting in touch with your question. The best thing you can do is to submit your ID however you feel comfortable doing so. When clicking Upload Documents, if there is an area to add notes you can explain your actions there. Otherwise, the team responsible for receiving these documents will get in touch if there is an issue and you can always describe to them your situation at that time. 

Hope that helps! 

Ren | Social Care @ Shopify 
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Laylart
New Member
1 0 0

Hi there

I live in UK and I own my website. I am trying to upload some documents for identifications.

I have used my driving license (front and back) and I have got this message that is is not approved???????

I also don't have any utility bill under my name, as I work from home (this is my new business) and everything is under my husband's name and he takes care of the utility bills.

There is only one utility bills, that is joined and it is again under our married name ( I have not changed my surname officially) so I can't provide that. The other option is 'Government official Identifications, and here in UK we don't have ID as in other European countries, what other options have I got. I can provide other documents with my address on it, such as my bank statements, my counterpart driving licence, and so far they have all been rejected. I have no idea what else I can do.

I should also mention, on my driving license you can see both my photo and my address, could you please help??

Many thanks

Layla

Ren
Shopify Staff
Shopify Staff
884 58 133

@Laylart

Ren here from the Shopify Support team, hoping to help you out. 

It sounds like you might not have been approved due to a discrepancy in your last name.

What I would recommend is responding to the email you received and asking for clarification on the documentation necessary to properly validate your ID. That email would connect you to the team in charge of securely handling your documentation. In the event that you can't respond or reach out, let me know and I can escalate your request to the appropriate team. 

 

Ren | Social Care @ Shopify 
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