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

[STEPHENC1]

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

[Summer]

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.

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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.

[STEPHENC1]

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]

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!

[AltHomeCo]

Hi StephenC1,

I wanted to follow up on your post. Did you get this matter sorted?

I see that a month went past and you hadn't heard from Shopify support about your problem.

Just wondering if you heard back and got the matter sorted as I have come up against the same problem and am trying to get it sorted. 

Thanks,
Sarah.

[Victoria]

Hi there, @AltHomeCo.

Welcome to the Shopify Community, and thanks for sharing your question.

I understand you're running into issues while setting up your Shopify Payments account. If you're receiving an error message that the information doesn't match, you'll need to contact our authenticated Support. You can create a support request through the Shopify Help Center to chat with a Support Advisor. 

[AltHomeCo]

Hi Victoria,

Thanks for your message.

I contacted a Shopify Support person 2 days ago, they said the internal
team had to review the documents and would get back to me.

To give you some background. My brother and I are business partners. I
don't remember who's (either mine or my brothers) date of birth I used when
opening the Shopify account but Shopify payments wanted verification
documents for Christopher - which he uploaded and then we received an error
message The date of birth (DOB) on the document you submitted does not
match the DOB on your account. Please submit a document with the same DOB,
or update the DOB on your account.
I have been trying to rectify the situation, but Shopify doesn't allow
account holders permission to check or update the DOB on their account.
Meanwhile, I have payments waiting and invoices that need to be paid ASAP.

Can you offer any additional assistance on this matter?

Thanks,
Sarah.

[Victoria]

Thanks for letting us know you were able to connect with our Internal Team.

From your Shopify admin, you're unable to update your DOB, as this would need to be completed by our Internal Team. You have already taken the appropriate steps to get in touch with them to further investigate. I recommend replying directly to your existing support ticket if you have additional questions regarding your account. Unfortunately, through our Community Forum, we do not have access to accounts, tickets, or personal information for privacy and security reasons.