The name on your account can not be verified

[Greatorex]

Hello , I hope you are well.

I have an alert stating 'the name on your account could not be verified. Please Check that you have provided your full name and valid photo ID Matching that name.' The problem is my driving license name does not match the name of my shop and I do not have a Utilities bill as the bills are not in my name. Is there not a way I can change this in the settings? - I can't find how to change the name  on my account.

Many Thanks 

G

[Brie]

Hey, @Greatorex! 

I'd be happy to give you a hand with this. To clarify, the photo ID should match the name of the Account Owner, not the name of the store. Do you have a photo ID that matches the name of the Account Owner? If not, you can adjust the Account Owner details by navigating to Settings > Plans & Permissions > Transfer ownership (beside Store owner). Hope that helps! Let me know if you're still having trouble with it. 

[Greatorex]

It won't let me transfer ownership as its the same email? 

Thank you for the reply! appreciate it.

G

[Lds2]

Hello, I have the same problem, how did you fix it? Because idk what to do? 

[Lds2]

I have the same problem but I cannot use the same email 

[Kimi]

Hi, @Lds2.

Thanks for joining this thread. Can you provide me with more information about the issue that you're running into when attempting to upload your document? Are you also being presented with the error message that the name on your account isn't matching with the ID you're trying to upload?

If the name that on the account isn't quite correct and you'd like for it to be updated to match the one in the your ID, this request will need to be escalated to one of our Shopify Payments team, who can then assist with updating your details on file.

Our Shopify Payments team currently operates via email, and to reach them you'll need to firstly speak with one of our Support Advisors so that they can authenticate you for the correct store and gather the correct details from you. The Support Advisor you're speaking with can then escalate your case to our Shopify Payments team's queue from there, where a specialist can then review your details and proceed to assist with your case.

So from here, we'll need you to connect with a Support Advisor via the Help Center to begin with. You can navigate to our Help Center via this link, ask the virtual chat assistant to contact support and follow the prompts given by the chat assistant in order to speak with one of our Support Advisors. Our team can further assist you from there.