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Uploading ID to continue using Shopify payments

SalusburyWine
Tourist
8 0 1

There is a message on my store that 'To continue using Shopify Payments, the account owner needs to upload their photo ID by tomorrow at 11:05am GMT.'

 

 I cannot see anywhere to upload the photo. If I click on 'Learn More' in the message it just takes me to a page which explains this will sometimes be required but doesn't tell you how.

 

Can anyone help? 

Replies 27 (27)
Dallas
Shopify Staff
Shopify Staff
916 61 194

Hi, there.

 

This is Dallas from the Shopify Social Care Team.

 

If you go to your Store Admin (the page you see when you first log in) you should see a button that asks you to submit some documents.

 

It would look something like this: 

 

2019-11-yqrd4-rv22t

 

When you click Submit ID you will be taken to a secure upload area where you can submit your ID. That area is fully secured for the safety of your documents and only our payments team has the ability to view the documents.

 

If you have any issues with the uploading process please do let me know.

 

Dallas | Social Care @ Shopify
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SalusburyWine
Tourist
8 0 1

Except the button that says 'submit photo id'  on my screen it says 'Learn More' and takes me to a Q&A page where I can't do anything.

Dallas
Shopify Staff
Shopify Staff
916 61 194

Can you take a screenshot of the message for me?

 

If we can't figure it out from that then I will move this conversation to email so I can verify and take a look at the back end of your store. 

 

 

Dallas | Social Care @ Shopify
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SalusburyWine
Tourist
8 0 1

This is the only thing I can see to click on and it takes me to a Q&AThis is the only thing I can see to click on and it takes me to a Q&A

Dallas
Shopify Staff
Shopify Staff
916 61 194

May I ask if you are the account owner? If you're not the owner then you're not going to have access to the payment gateway information. In that case, you would need to contact the store owner to get them to log in and deal with the payment information. 

 

If you are the owner please let me know and we can figure out the next steps. 

Dallas | Social Care @ Shopify
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Luscious
New Member
1 0 0

I'm A shopify Store owner and i have the same problem but i upload the id and it not accepted i Upload my id and it's valid but i got that error any helpi Upload my id and it's valid but i got that error any help

Dallas
Shopify Staff
Shopify Staff
916 61 194

 @Luscious If you're still dealing with this issue please let me know.

Dallas | Social Care @ Shopify
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Dumb_Dave
Tourist
3 0 1

I am having the same problem. I have a LEARN MORE button in my admin. There is no way to upload government ID via my dashboard. LEARN MORE is just general information. Is there a particular email address I should use? I'd prefer a secure upload area. 

 

 

Screen Shot 2020-06-03 at 4.50.58 AM.png

Dallas
Shopify Staff
Shopify Staff
916 61 194

Yes, uploading all items via the secure process would be the best course of action. Have you received an email from anyone on our team recently about this? 

Dallas | Social Care @ Shopify
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Dumb_Dave
Tourist
3 0 1

Hello, 

 

I got this response to an email: 

 

Thank you for recently reaching out to our Support Team. This message is to confirm that your issue has been successfully escalated to Shopify's Risk Operations Team.

All escalations are reviewed and an Analyst will reach out to you in the next 48-72 hours.

Dallas
Shopify Staff
Shopify Staff
916 61 194

That's perfect then! That is the team that will need to take a look at your account as they have access to more information for this specific situation than I do as general support. In that case, it will be best to wait for them to respond and then you can direct any additional inquiries to them via that email thread. 

 

I appreciate your patience as our team works to give you the best and most informative answer possible. 

Dallas | Social Care @ Shopify
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jnorwood007
New Member
4 0 0

@Dallas Would you mind helping me out with this issue please?

I have got this message at the moment: The photo ID you uploaded was not valid. To continue using Shopify Payments, resubmit your photo ID by tomorrow at 2:40pm BST in order to verify your identity.

No matter how many times I try and upload my ID this keeps happening. What is the best way to get this sorted?

Its a little urgent.

Thanks

Jordan Norwood

Dallas
Shopify Staff
Shopify Staff
916 61 194

Hi, Jordan. 

Since it has been a few days I wanted to check to see if this is something that you're still having issues with. 

If it is, it sounds like this could be a cache related issue. Have you tried clearing your cache? This helpful link (https://kb.iu.edu/d/ahic) gives instructions on how to clear the cache for all browsers. Can you try that and then let me know how it works? 

If this still isn't working then we will have to look a little deeper. Please let me know if you were able to find a resolution or if we should continue to work towards a solution.

Dallas | Social Care @ Shopify
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Kula1
New Member
2 0 0

I am having a similar issue with uploaded a document. We've recently had a sale from overseas and have been asked to verify my identity. When I clicked on the link on the dashboard, I was being asked to verify the OLD store owner's ID. I am the current owner, how to I change this to show my information?

 

image.png

Dallas
Shopify Staff
Shopify Staff
916 61 194

For that I would have to send it to my account integrity team so they can verify and make that adjustment. I don't actually have access to be able to do that. 

What I am going to do is send you an email to the account associated with this Shopify forums account. From there we will verify and I will send it to the account integrity team. 

 

If you don't see that email please let me know. 

Dallas | Social Care @ Shopify
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NancyFernandez
New Member
1 0 0

I am having a similar issue with uploaded a document. We uploaded de ID from de admin for our store but there is an error and appears a message saying that the photo ID was not valid. We change the photo many times but no one works. 

how to I change this to show my information? 

If we don't get it before tomorrow at 6:30 pm, will the store be closed?

Help!!!!!!

Dallas
Shopify Staff
Shopify Staff
916 61 194

I would love to see what I can do to help you out with this and get it resolved asap because I completely understand the importance of this. 

It sounds like this could be a cache related issue. Have you tried clearing your cache? This helpful link gives instructions on how to clear the cache for all browsers. Can you try that and then let me know how it works? 

If that doesn't work then we will move this to email so that I can send this to our account integrity team. No need to worry, we will find a way for you to give us your images. I sincerely appreciate that you have reached out to me. 

 

Please let me know if clearing the cache doesn't work for you. 

Dallas | Social Care @ Shopify
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Kula1
New Member
2 0 0
Hey! Dallas from Shopify got in touch with me and I’m still having the same issue. Still not resolved on my end and people can still shop on my site.
Dallas
Shopify Staff
Shopify Staff
916 61 194

Hey! 

I have your email but haven't replied yet because I'm just speaking with my team about the best next steps for you. They are out of the office now, but I should have the next steps tomorrow. Please keep an eye out for that email reply. 

Dallas | Social Care @ Shopify
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