How can I change my DOB when the chatbot fails to connect me to an advisor?

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I think that when creating my account my DOB was filled in so now when im sending docs to get my payments approved, the site tells me that my details are wrong because of my DOB. I've went to the support bot and asked to create a new ticket but everytime im trying to connect with an advisor im greeted with a blank page, i've tried asking it different things, clearing my browsing history, switching browser... Everytime some sort of blank page when trying to connect to an advisor so im asking for help here,

TLDR : i'd need to change my date of birth but bot redirects me to nothing when asking to be connected to an advisor

Reply 1 (1)

Shopify Staff
1986 261 234

Hi @PoloDion,


Thank you for reaching out to the Community! I'm happy to provide some assistance with your Shopify Payments, to ensure this gets resolved.


For account specific inquiries like this one, you will want to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to review the account information and ensure the date of birth is correctly updated. 


As you are experiencing some troubles connecting with us however. I'd recommend attempting some local troubleshooting. This will help to determine whether the issue is related to a browser error or something else. For ease, I've gone ahead and listed a few steps below that you can attempt to see if this helps to resolve: 


  • Clear your Cache and Cookies.
  • Access the shop in an Incognito Tab. 
  • Try Another Device (i.e a cell phone).
  • Try using Another Broswer (i.e Safari or Firefox).
  • Try accessing from the Shopify Mobile App. 
  • Try Restarting your device.
  • Make sure your device is Up To Date. 


After attempting all  the steps outlined above, you can try connecting with us again. If however, you continue to experience any issues after attempting all those troubleshooting steps, please let me know.


To connect with us, you can:


  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.


I look forward to hearing from you. 

Blair | Shopify 
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