Payments on hold

New Member
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We are having a problem with our payments, they are on hold. We changed the store owner, but the new owners name doesn't change in the section where we have to upload a copy of a valid ID.

Reply 1 (1)
Shopify Staff
Shopify Staff
691 68 88


Hi there, @lamakush!


Thank you for posting in the Shopify Community. I know how important it to get your payouts resumed, and I'm happy to provide you with some information about the process. 


When you change the account owner's name on your Shopify admin, the information is not automatically changed on the Shopify Payments account, because they are separate accounts. In your case, when being asked for a piece of ID to verify the Shopify Payments account, the old account owner's name will be what's listed if you haven't gone through the process of changing it.


In order to transfer ownership of the Shopify Payments account, you will need to get in touch with our live Support team. I'm unable to provide account-specific support in the Community Forums, but you can reach out through the Help Center and a Support Advisor will be able to help you out with getting the name changed. We're available by live chat, email, and callback!


I hope this helps, and please let me know if there's anything you'd like for me to clarify. 

Greta | Shopify 
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