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verify my account with a government issued ID but it says the account name isn't the same but it is

Gruqx
New Member
3 0 0

It says I need to verify my account with a Government issued ID but I did and it just says that the name on the ID and the account owner aren't the same but they are.

Replies 6 (6)
Kimi
Shopify Staff
Shopify Staff
891 112 159

Hi, @Gruqx.

 

If you're having issues with submitting any documents that's been requested by our team, we can help take a look at your account from our end to crosscheck the document you've submitted.

 

We aren't able to do this via the Shopify Community Forums however, as we need to verify you against the correct account. So you'll need to reach out to our support team via our help centre here. Once you've logged in to your store on our help centre, you can type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request. From there, our support team can assist further and, if needed, get in touch with our verification team to check your documents.

Kimi | Social Care @ Shopify 
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dropship_helps
Shopify Expert
1823 56 275

Hi @Gruqx 

 

Did you submit a driving license or passport? 

Gruqx
New Member
3 0 0
Yea I acually did and it’s still not working it’s saying the name on the
drivers license and the account owner aren’t the same but they are
Kimi
Shopify Staff
Shopify Staff
891 112 159

@Gruqx

 

To confirm, have you contacted our live support team?

 

If you haven't, you can reach out to our team via our help centre here. Our live support team are able to double check your account and submitted ID with our verification team, to further help you with this issue.

Kimi | Social Care @ Shopify 
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Gruqx
New Member
3 0 0

Yes I already have and I haven’t got helped yet

Kimi
Shopify Staff
Shopify Staff
891 112 159

Thanks for confirming, @Gruqx.

 

Do you know if your ticket was escalated to one of our specialised teams, such as the Verification team?

 

If so, our specialised teams would often need to review the information about your store and situation, as escalated to them by our Support Advisors, before getting back to you with an update or resolution.

 

I'd also like to assure you that our team intends to support merchants and reply with any updates as quickly as we can. At times however, this may take a bit longer than expected to ensure that proper steps are being taken, and that the correct information or documents are being checked appropriately on our end, in order to best address the situation for our merchants.

 

To make sure that all communications are being received from our team on your end however, I just wanted to make sure if you've also checked your email's spam and junk folders for any email replies from us?

Kimi | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog