Partner Dashboard – “Couldn’t verify ID” when requesting store access

Dev Platform
1

Hi Shopify Community,

I’m facing an issue in the Shopify Partner Dashboard when trying to request access to a merchant store.

When I go to:

Partner Dashboard → Stores → Request store access

Shopify asks me to complete identity verification before I can send the access request.

The verification screen shows:

Verify your identity
To protect merchants, verify your identity before requesting store access.

I have completed the identity verification process 4 separate times, using the required/valid identity documents and following the verification instructions carefully.

However, after submitting the verification for review, I receive:

Couldn’t verify ID
Try again with a different document.

I have already tried:

  • Multiple verification attempts. - try with different different documents
  • Different valid identity documents
  • Retaking/submitting the document images
  • Following the verification instructions carefully

But the result is the same every time.

My question

Has anyone else recently experienced the “Couldn’t verify ID – Try again with a different document” error in the Shopify Partner Dashboard when requesting store access?

If so:

  1. Were you able to resolve it?
  2. Was there any specific document format/type that worked?
  3. Did Shopify Support need to manually review or reset the verification?
  4. Could this be related to an issue with the Partner Dashboard identity-verification flow?

I’m specifically trying to understand whether this is an issue with my verification documents/account or whether there is currently a problem with the Shopify Partner Dashboard verification process.

Any guidance from Shopify Partners or Shopify staff would be appreciated.

Thanks!

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2

Hello @Darshit_Makasana, that specific error usually isn’t the verification session, it’s the automated document-matching step rejecting the photo itself. Since it’s failed 4 times across different documents, check for glare or a cut-off corner in the shot, and make sure you’re photographing the physical document (not a screenshot or a photo of a screen). Also double check the legal name and date of birth on your Partner account match the ID exactly, down to middle names and accents, since a mismatch fails matching even with a perfectly clear photo. If a passport is an option, try that instead of a license, it tends to verify more reliably. If it still fails after that, open a ticket with Partner Support and ask them to manually review or reset the verification, 4 failed automated attempts usually means it needs a human look rather than another retry.

Hope that helps.

If this helped, please mark it a solution :slight_smile:

3

Thank you for detailed information @Mubashir_Hassan , First let me try the way you suggested.

4

@Darshit_Makasana please let me know if it worked for you, and share the details so that it could help others as well, if my response helped, please mark it as a solution later.
thanks

5

Thank you for your help @Mubashir_Hassan ! Unfortunately, it was still showing as not verified even after I tried all the suggestions you provided.

Interestingly, I was using a MacBook when it failed every time. Once I switched to a Windows device, the verification worked successfully.

I’m not sure why changing the device made a difference, but that’s what I experienced. Hopefully, this may help someone else facing the same issue.