How can I change the legal account name for identity verification?

[sharynehiri]

I registered using my partner’s name now I'm having problems with identity verification to enable Shopify payments again. There are no settings to change this so I can verify as myself, please can someone help me. 

[Ted]

Hi @sharynehiri,

Ted here from Shopify, thanks for posting your query! 

It's not possible to change the Shopify Payments account owner name within the admin itself for security reasons. Our Shopify Payments team can help change this with you easily though. When you have a moment, please contact our support here (Support > Contact Support in the main menu) so we can authenticate your account and take a closer look into this with you. 

If there is anything else I can help you with, please let me know, I'm happy to help!

Many thanks,

[koficromer]

Hello, I’ve still got the issue that the store’s legal owners name is Kofi Cromer.  It needs to be changed to Ted Cromer.  I have drivers license and passport to upload but I cannot get these to upload.  I don’t know if I’m having a technical issue or it’s because the legal name is still wrong ( Kofi Cromer ).

I have attempted to use the chat help multiple times, and each time I’m directed back to the verification team.

So I’m kinda stuck.  And I need a solution so that I can move forward.  

[Greta]

Hi there, @koficromer!

Thank you for your comment, and I'm sorry you've been having trouble getting your information changed. 

You mentioned that you got in touch with our live support team and you were directed back to the verification team, which is the correct process as they are the ones who would be able to change this for you. Have you been contacted by our verification team by email? If so, I recommend responding back directly to their email if you still have questions or need assistance. 

Please let me know if there's anything else I can help you with! 

[koficromer]

yes, that is one of the problems, the verification team never responds. I
have contacted multiple support workers about this and I never get an email.

[Greta]

Hi, @koficromer!

Thank you for getting back to me. You may have done this already, but I recommend checking your spam/junk folder to see if our emails ended up there. If you've confirmed they aren't there, you can contact our live support team to let them know specifically that you haven't received any emails from our verification team. They will be able to confirm if the emails have been sent on our end and troubleshoot the issue with the verification team. I do apologize for all the back and forth you've had to go through, but our live support team is your best point of contact as I'm unable to access your account via the Community Forums. 

Thank you for working with me on this! Please let me know if you have any more questions. 

[roedadesigne]

Hey I’m havin the same problem I need help updating my legal name and birthdate would u be able to help me with that 

[Ivy]

Hi there, @roedadesigne.

I am helping Ted  and Greta out with some answers today - In order to edit this kind of information on your account, you will have to reach out to our live support team. This team has secure access to your internal account information that we do not have here via the Community Forums.

Our live support can be reached via our support portal here. Simply select the relevant topics until the live support options appear, you will then be connected to a live support agent. I trust this helps, thank you! 

[ARMEDCASUAL]

I tried to reach the live support options but I could not find them

[ARMEDCASUAL]

Hey, I have the same problem. I wrote my account in the wrong name and when shopify asks for my ID in drivers license I am having trouble. I changed my name but I already put it invalid details like my legal name. It let me change my legal name on the account, but it did not even give me an option to change my legal name for my drivers license identification. Please help so I can move forward in my process.

[Greta]

Hi, @ARMEDCASUAL!

Thanks for reaching out. You're not able to edit the information on your Shopify Payments account yourself, however if you contact our live support team we can definitely assist further. Here are the steps for getting in touch:

1. Head over to the Help Center. 
2. Enter the details of your issue into the chat assistant.
3. Wait for the chat assistant's response and then click I still need help.
4. Follow the prompts to be connected with a Support Advisor.

Please let me know if you have any other questions!