ID verification is asking for a wrong name

[IDKman]

  The verification is asking for my preferred name over my legal name, Ross Andrew is my legal name 

[Shay]

Hi Ross!

In this situation you will want to reach out to our live support and ask them to escalate this to our business operations team so they can make that change.

Sometimes, they will be able to do it while you are connected in the chat and other times it may need to be escalated via email. 

To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for your issue and use the contact support buttons at the bottom of the search results to see all our live support options. 

[Ilystore]

How long would it usually take for support to contact me if it is escalated to email?

[Shay]

Hi @Ilystore 

Depending on the team, responses can take anywhere from 2-7 business days, and sometimes longer depending on the type of escalation. Our teams strive to reply back within 2 business days, but that isn't something we are always able to guarantee. 

Once you have your ticket number you can reach back out to our live support at any time to ask for an update on the ticket.