The ID Number On The Document You Submitted Does Not Match The ID Number On Your Account

[Kansathon]

Hi there,

I have tried to complete the ID verification and have the following error:

The ID number on the document you submitted does not match the ID number on your account. Please submit a document with the same ID number, or update the ID number on your account.

I believe that it is to do with a name change that I made and this needs updating.

There are a few common issues when trying to upload documents: 

• The full document is not provided in the image. Edges and corners can not be cut off as our banking partners will not support these images.
• The image is not clear. If you are getting this error, then you will need to retake the image and try the upload again. 
• The name on file for Shopify Payments does not match what is appearing on your ID - We'll need to fix this on our end. 
• The Date of Birth on file for Shopify Payments does not match what is appearing on your ID - We'll need to fix this on our end. 

To help troubleshoot the cause of the rejection you're seeing, I will need to take this to email to verify your store. If you can reply to the email I have sent you with the requested information then I can help get this reviewed. 

Please can you email me to have the Account ID changed to ensure that I can submit the document?

[Skye]

Hi, @Kansathon 

Thanks for posting to the Community.

Unfortunately, our Community Team doesn't have access to specific accounts. As such, you will need to reach out to our live Support Team to investigate this for you and escalate it to the relevant team.

Please reach out to our live Support Team via the Help Center by utilizing the chat bot to access an advisor. 

Best of luck!