Shopify account holders report they set up their accounts using a common/non-legal or middle name, but now can’t pass ID verification because the account name doesn’t match their government ID. Several users ask if there’s a way to edit the personal name, since the mismatch prevents receiving payments, and they also ask how to directly contact Shopify.
A Shopify representative advises the only solution is to contact Shopify live support (phone/chat/email) through the support portal to request an escalation to the Account Integrity team for a name/details change. The estimated response time is 24–72 business hours, potentially longer during busy periods, and a how-to video link is provided.
Outcome: A clear next step is given (contact support for escalation), but no confirmation is posted that the issue was resolved for the affected users.
Hi there,
I have been using my common non legal name and now shopify require me to verify my ID however the pictures do not match. I used my middle name when setting up the account and now I cant seem to edit this to match my ID. Can someone please let me know the solution?
did you find a solution to this? im having the same problem
I am experiencing the same problem
Hi, can anyone help with this? I need to change the personal name so that my id matches otherwise I cannot receive payment, anyones advise would be much appreciated or if there is a way to directly contact shopify???
Hi there @MerkabaNZ .
In this case, the best course of action will be to reach out to our live support team, who can then escalate a request for name/details change with our account integrity team. This process usually takes between 24-72 business hours to hear back from the relevant team, although it can take longer during busy periods.
Our live support via phone, chat or email can be reached via our support portal here. Simply type your query into the “ask about a topic” bar, then hit continue to support to access. Here’s a video showing the steps in action.
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