Why is my online store payment still on hold after submitting ID?

Why is my online store payment still on hold after submitting ID?

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When I started my webshop the only way to pay was PayPal. I needed to submit my ID or Paspoort and I did that. For some reason it kept saying i needed to upload more and I send my drivers license and my paspoort multiple times. Now it says that my shopify payments are on hold and that I need to contact support. I did that but i got no response for 4 days.

Reply 1 (1)

Shopify Staff
1695 177 282

Hi, @KJManagement!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to point you in the right direction.


I understand that your Shopify Payments are on hold as additional documents have been requested. There are a few reasons why your account may be placed on hold. For example, your account may be undergoing our standard review process. If you already created a ticket number and are still awaiting a response, please be patient as our team works through your ticket.


If you are unsure if you submitted the correct documents, kindly get in touch with our team through the Help Center. If you see the chat assistant, you can ask to contact support and it'll guide you with your next steps on how to connect with a team member. Once you get in touch with support, we will be able to take a closer look.


Thanks again!

Mac | Social Care @ Shopify 
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