In Canada, payment processors, like those that  provide payment processing services through Shopify Payments, must comply with Canadian laws and regulations that are meant to prevent money laundering, terrorist financing. These regulations require that payment processors conduct “Know Your Customer” processes to verify the identity of the individuals and businesses they provide services to. 

As a result of recent changes to these requirements, Shopify is required to collect additional information from Canadian businesses in order to ensure that all the necessary verification steps have been completed, and businesses can continue to process payments. If you use Shopify Payments for your store in Canada, then you might be asked to provide information and/or supporting documentation that verifies your identity, address, business details, or the names of your beneficial owners or board of directors, depending on the nature of your business.

Immediate action required

If you have an outstanding information request related to your Shopify Payments Canada account, your ability to process payments could be disrupted as soon as March 24, 2025. Affected stores have a notification banner in Shopify admin home, Payouts, and Payment Settings pages prompting you to provide the required information for your business. To avoid interruptions, log in to your Shopify admin and provide the necessary information and documents. 

Store owners and staff accounts with the View Shopify Payments payouts permission will see the notifications in the Shopify admin. Because of security considerations, only store owners can action the request. 

The notifications look like this:

To resolve your request as soon as possible, make sure that the information you enter in the form is an exact match to the information shown on your supporting documentation and that your documentation matches the requirements listed in the request. 

For example, if you are asked to verify your Directors, then make sure that the document you upload contains your business name as well as the list of your Directors. The names of the Directors you enter in the form should exactly match the names of the Directors on your document. 

Consequences of inaction

Failure to submit your details for verification will mean that you won’t receive payouts in your account until your details have been successfully updated.

If you do not act on these notifications, then your customers will be unable to check out using Shopify Payments beginning March 24, 2025. Addressing the request for further information as soon as possible will ensure that your store is not disrupted.

Frequently asked questions

How do I know if there is an outstanding information request?

Store owners and staff accounts with the View Shopify Payments payouts permission will see notifications in the Shopify admin prompting you to provide the required information for your business.

What type of information is required?
Click the Update details link in the notifications displayed in your Shopify admin to be guided through submitting the required information. Learn more about verifying your information with Shopify Payments Canada from the Shopify Help Center.

Where can I get help?
Contact Shopify Support through the Shopify Help Center to get help with the verification process.