Legal Business In Hong Kong But Photo ID Error. Please Help. It's been a week with no support

imraan1992hk
Tourist
6 0 2

Hello, I have set up shopify payments and it has asked me to upload my business registration. But i keep getting a "the name on the Photo ID doesnt match the name of the account owner" error. Please advise

I do have my legal company in Hong Kong

 

I have been trying to reach the support team but no one has gotten back to me for almost a week now.

 

Screenshot 2023-01-07 at 12.21.22 AM.png

Replies 2 (2)

Victoria
Shopify Staff
2071 147 242

Hi, @imraan1992hk.

 

Thanks for reaching out and posting to the Shopify Community!

 

I understand you're experiencing difficulties submitting a business registration document as it states the photo does not match the name of the account owner. I can see that you've also posted on our community forums earlier looking for further clarification on this. Rest assured, I'll do my best to share what next steps you can take to have this information processed.

 

You mentioned that you previously reached out to Shopify Support however, you have not received a response. If you're able to locate your support ticket, I encourage you to reply directly to it as our Accounts Team handles these requests directly. Our Accounts Team may take some time to review each request to ensure we are providing the most accurate information. I can assure you our team is actively reviewing your information and will follow up with you directly via the email on your Shopify account. 

 

I truly understand the urgency of having this issue resolved. We appreciate your patience and understanding as we work to have this sorted for you. 

 

If you have any non-account-specific questions, I'll be happy to take a look at them here. 

Victoria | Shopify 
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imraan1992hk
Tourist
6 0 2

This isn't helpful at all. It's been over 3 days already