Payments are on hold, and want to change name of Identity verification

[laconiko]

shopify shows "your payments are on hold", and when i try to submit additional details, the name of identify verification is not my name, that is my previous partner`s name, how do i solve this problem?

 

[Rick]

Hi @laconiko 

Thanks for reaching out here!

I understand that your Shopify Payments are currently on hold, and when you try to submit the verification documents you are seeing the incorrect name. I appreciate why you would want to resolve this, as without being able to submit matching documentation, you likely won't be able to resolve the Shopify Payments matter yourself.

Changing the representative information for Shopify Payments is not actually possible to do via your Shopify admin (these details are locked in when you first onboard and set up Shopify Payments).

However, if you reach out to our support team using this link here, one of our support advisors will be happy to take a closer look and send this request over to the relevant team who can assist with getting that name changed. We can't access your account here via the Shopify Community, so reaching out via the help center linked above will be necessary.

How is the rest of your store coming along? Are you just setting up your store after taking over from your previous partner? I'd love to hear about your plans, and the type of products that you sell!

[laconiko]

Hi Rick

really appreciated your advice .

When my partner leaving, we thought we could just change the detail from back stage, like (bank account, payments accounts etc.) to take over online shop back, but i didn't realized when the very beginning my partner just use his name to open it up. so thats why i couldn't verify the ID.  

Fortunately, today i just reached out the support  team, i believe they are in processing, i hope they can fix this problem for me. thank you again.

[Rick]

Hi @laconiko 

Thanks for your speedy response! You are most welcome, we're always here to help if you need us.

That makes total sense about the Shopify Payments situation, I understand why you might think that! Changing over the Shopify Payments representative takes a little bit more behind the scenes work than what is available to you via your Shopify admin, but we can certainly take a closer look and advise on that.

That is great to hear that you have already reached out to our support team, and that they are working on this for you. For now it sounds like you have done everything correctly, so it will be a case of giving our team some time to process this and revert back to you via email with an update.

I appreciate your patience! Keep an eye on your emails - we will be back in touch as soon as possible.