Verification Not Working?
Identity verification is usually quick, but sometimes issues come up. The fix depends on which payment provider you're using.
PayPal Verification Issues
PayPal handles its own KYC (Know Your Customer) checks behind the scenes. Common issues:
Email Not Confirmed
Solutions:
Visit paypal.com/businessprofile/settings
Find the email confirmation banner and confirm
Check your inbox for the PayPal confirmation email
Cannot Receive Payments
PayPal placed a restriction on your account.
Solutions:
Log into paypal.com directly
Look for an Action Required notice
Contact PayPal Customer Support at paypal.com/smarthelp/contact-us
For more, see PayPal Account Problems.
Stripe Verification Issues
ID Photo Problems
Issue: Photo rejected or unclear
Solutions:
Take the photo in good lighting
Make sure all four corners of the ID are visible
Avoid glare or reflections
Hold the camera steady
Don't use an old or damaged ID
Name Mismatch
Issue: Name on ID doesn't match what you entered
Solutions:
Use your legal name exactly as shown on your ID
Include middle names if they're on your ID
Check for typos in your profile
Address Issues
Issue: Address can't be verified
Solutions:
Use your current residential address
Enter the address exactly as shown on official documents
Include apartment or unit numbers if applicable
Check that postal code is correct
Document Not Accepted
Issue: Your ID type isn't recognized
Accepted documents:
Driver's license
Passport
Government-issued ID card
Make sure your document isn't expired.
Selfie Verification Failed
Issue: Your selfie doesn't match your ID
Solutions:
Take the selfie in good lighting
Face the camera directly
Remove glasses, hats, or face coverings
Follow the on-screen instructions exactly
For more Stripe-specific issues, see Stripe Account Problems.
Step-by-Step Fix (PayPal)
Check your email for instructions from PayPal
Go to Payments > Settings (click your profile picture, then Payments, then the Settings tab)
Click Open PayPal Dashboard to manage your PayPal account
Review any Action Required notices in PayPal
Complete the steps PayPal requests
Wait for verification to complete
Step-by-Step Fix (Stripe)
Check your email for instructions from Stripe
Go to Payments > Settings
Click Manage in Stripe to open your Stripe dashboard
Review what's needed to see exactly what failed
Resubmit with clearer documents
Wait for review (usually minutes, occasionally longer)
Still Stuck?
If you've tried everything:
Take screenshots of any error messages
Contact ShopBroker support
We can escalate issues to our payment partners
Sometimes manual review is needed, and we can help speed that up.
Why We Verify
Identity verification:
Protects buyers and sellers
Prevents fraud
Enables secure payments
Builds community trust
We know it's an extra step, but it keeps everyone safer.
Privacy Note
Your verification documents are:
Handled by PayPal or Stripe (both trusted payment processors)
Encrypted and secure
Never shared with buyers or sellers
Used only for verification purposes
Your privacy is important to us.
Need Help?
Email [email protected] with screenshots of any errors. We'll help you figure out the right next step.