Shopify payments says my DOB doesn't match the document I'm trying to load

STEPHENC1
Visitor
2 0 0

Whenever I upload a picture of my Divers license I get an error saying the document does not match my DOB. 

Replies 3 (3)

Summer
Shopify Staff
1323 318 226

Hey, @STEPHENC1! Welcome to Shopify Community!

 

Whenever you need to submit documents for the Shopify Payments verification, the information in the document you submit must match the information you entered when you set up Shopify Payments. If the details are not the same, the document will not be accepted and an error message like the one you saw will appear. 

 

To resolve the problem and continue with the verification proess, please ensure you're submitting a personal identification document that has the correct date of birth. It's also important to ensure the following when uploading proof of identity documents:

 

  • Documents must be uploaded in full color. Scans, photocopies, and black and white images aren't accepted.
  • Documents must be valid and not expired.
  • Documents must be clear and large enough to read.
  • Photocopies of identity documents aren't accepted.
  • Complete documents must be uploaded. A complete document contains the following:
    • both the front and back of a driver’s license or identity card as separate images
    • the entire personal information page of a passport
  • Documents may be uploaded in .png or .jpg format.

 

If your date of birth is correct on your ID, there's a possibility you may have entered the wrong date of birth when you set up your Shopify Payments account. If this is the case, please get in touch with our support team as they can access your account information to check. The Shopify Payments account information isn't something you can access within the admin so our support team will need to assist you with this. You can follow the steps below to create a support ticket.

 

  1. Visit our Help Center.
  2. Chat with the AI assistant and enter "account concern."
  3. Click Chat with a Support Advisor as shown on this screenshot.

 

If you encounter any difficulties getting in touch with our support team, let me know and I'll get back to you as soon as I can and assist you further.

 

Before I wrap up my reply, I thought I'd share a helpful article of ours on how to increase sales. Whether you've already received some orders or if you have yet to receive one, this guide will help you ensure visitors and orders will come to your online store. This can be the most difficult part in running an ecommerce business, so I'd love to lend a hand with this whenever I can. 

 

Feel free to respond to this post if you need further assistance with this topic of concern! For questions about other matters, you're welcome to create a new post.

Summer | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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STEPHENC1
Visitor
2 0 0
I have done everything that was advised. I also reached out to support with the Promise they will get back to me to resolve the problem, but haven’t heard back.
Summer
Shopify Staff
1323 318 226

Thanks for the update, @STEPHENC1. I'm glad to know you have already reached out to our support team. You don't need to take any further action from here, except to wait for a response. I'm unable to share a time frame for their reply, but please rest assured the team will get back to you as soon as they can. 

 

If you have questions about other concerns in the meantime, don't hesitate to create a new post. We're here to assist you further!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog