Why is my ID verification still not working on my eCommerce platform?

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 i have tried to fix this for weeks and have done test payments, put in my pay pal everything shopify has said and it is still saying my id both drivers license and passport with no avail. This issue needs to be fixed asap as we will not receive any money from our customers until this is fixed which can be a huge problem later on ! 

Reply 1 (1)

Shopify Staff
1323 318 226

Hey, @Thesagepig! Welcome to Shopify Community!


I understand you have a concern related to the Shopify Payments verification. I'd love to help you with this and share the next steps you can take to resolve the problem.


Since you received an error stating that the date of birth on the document you provided doesn't match the date of birth in your account, it's possible that you entered the information incorrectly during the setup of your Shopify Payments account. This piece of information can't be edited in the admin, so we'll need to assist you with updating it internally. 


Now, because this request requires account access to complete, the next best step is to contact our support team. At this time, we don't have the necessary capabilities to securely access accounts in Shopify Community. You can follow the instructions below to get in touch with our support team.


  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.


One of our support advisors will be happy to continue assisting you. Let me know if you have trouble creating a support ticket and I'll help you further! 

Summer | Social Care @ Shopify 
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