Why won't my ID verification work for my payment hold?

[Anifier]

My Payment is on hold due to not verifying my ID, but when I got to verify it, nothing happens, it just loads and then stops. The picture is crystal clean and the only thing that could go wrong would be the name but nothing pops up for me to change it or anything. I got my son to set up a bit of my account as a lesson on how to start his own business in the future, but he put his name in not mine and I dont know how to change it. Can someone please help, its been like this for 2 days now and I've run out of solutions. It also states above that how I need to verify my shopify payment and it tells you what happens but not how to do it, can someone please explain.

 

[Mac]

Hi, @Anifier!

Thanks for reaching out in our Community forums and sharing your concern. I’m happy to help out.

It looks like you are running into some issues when verifying your ID as the name does not match up. If you suspect that this is the reason for the verification error, then you will need to escalate this concern with our Accounts team. Since we’ll need to access your account in order to gather more information about the issue, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request.

Once you're able to resolve your payment setup with our team, I'd love to chat with you more about your business! Are you in the middle of setting up your store? We have some great resources to help you get started. Please feel free to let me know here if you're interested!

[Anifier]

Hey @Mac. So how can I change the name for it to work, also when I submit my ID should it come up with how I fix it because right now it just loads and then stops, where it used to come up with a solution the first time. Also, with why the payment is on hold, what are the steps to fixing it, I've done the two-step verificationa and it still doesnt work.I feel it doesn't explain it that much in the description when I click on it.

[Mac]

Hi again, @Anifier!

Thanks for following up.

Great job on setting up two-step verification. However, your payouts are likely on hold as our team needs to review and verify your personal/business information. This is typically a standard review so nothing to be alarmed about. Since you may have an issue with the name on your account, and are not receiving the correct steps under the ID submission, then you will need to visit our Help Center and log in to your account to create a support request. I suggest reaching out via live chat so that our team can assist you further.

Let me know how that goes. 

[Anifier]

Hey @Mac, I finished up with the Help Center and as I was talking to a guy named Kevin he wasn't able to help me to his fullest due to the "Specialized team" being closed. I didn't really get any information on how to fix my ID problem. What do I do now?

[Mac]

Hey again, @Anifier!

Thanks for providing that update.

I'm sorry that we weren't able to provide the context you were looking for due to the team being out of business hours. I understand how important this is and will do my best to help you out. As mentioned, i'm unable to provide account specific support via the Community Forums at this time. However, feel free to share the ticket number that you recently submitted so I can check in with the team handling this to make sure they have everything they need? 

In the meantime, you can reach back out to support and request that you'd like your request escalated to the specialized team. You can also share a link to this community post so that our Advisors have the context. 

Let me know how that goes! 

[Anifier]

Hey @Mac, the ticket number is 36070342 and I am trying to request to talk to the specialized team now.

[Mac]

Hi, @Anifier!

I appreciate you taking the time to reach back out to support. From there, our advisor should be able to connect you with our specialized team. Please note that you will receive an update via your email, so keep an eye out. 

Thanks again for your patience and let me know if you have any questions. 

[Anifier]

Hey again @Mac,

So its been 2 WEEKS now and I still haven't actually got the email, is it supposed to take 2 weeks or longer or is the queue just really long. Should I contact for help again or what, because I'm paying for monthly subscriptions for this and if this is not resolved and I can't get the business running its going to be a bit annoying since I've spent a bit of money on it. So what should I do?

[Mac]

Hi again, @Anifier!

Thanks for the update.

I definitely understand your frustration. Since I cannot authenticate you for the store over the Community forums due to the sensitive information that needs to be shared, I am unable to look into the specifics of the case. I suggest reaching out via the Help Center to see if you can receive an update, or the best course of action with your account at the moment. 

Let me know how that goes.