I put in the wrong date of birth and I do not know how to change it . Live chat has been disabled for me (WHY???) so the previous answers don’t help. With the invalid DOB I can’t finish setting up Shopift Payments.
Thank you for reaching out here for assistance - welcome to the Shopify Community.
I understand that you entered an incorrect date of birth when you were setting up Shopify Payments on your store, and you are now having difficulty trying to change it - I would be happy to provide information on the next steps involved.
To clarify, if you have entered the wrong date of birth during the setup of Shopify Payments then you will be unable to change it yourself through the Shopify admin, and you will need to contact our support team for assistance. We are unable to assist here via the Shopify Community, as we cannot access your account information.
You mentioned that live chat has been disabled for you - are you not seeing this as a contact option when you attempt to contact our team via this help center link? After logging into your store and select the relevant support topic/subtopic, you should be presented with the contact options for our team including live chat. Feel free to try choosing a different support topic if the one you are selecting does not appear to be showing live chat.
When you do reach our team, be sure to explain the situation and provide any relevant information, such as the incorrect date of birth that you need the account updated to. Our team should be able to assist you in correcting the date of birth so that you can complete the Shopify Payments setup on your store. Please note, you will need to be logged into your store as the account owner when contacting our team in order to be authorized to make this type of change.
THANK YOU for making this happen( regarding DOB). But while this has been resolved-a new issue appeared- I am not able to put the SSN - anytime I put the information - I get a response-“The SSN didn’t match the one we have on file” How can you help reset this or one way or other way- so that I can finally move forward to publishing my side. I already contacted several times Shopify support - and they have been sending me transcript after transcript-but no RESOLUTION to this moment. Please, help. Thank you.
You are very welcome - I am glad to hear that your date of birth situation has been resolved. I understand that you are now noticing another issue regarding your SSN - thanks for getting back to let me know.
From your explanation it sounds like you have already reached back out to our support team to let us know about this. Did our team mention that it might take a little bit of time for them to investigate the matter and revert back via email once they have an update? If so, then you have done everything that is required so far, and will need to wait for them to get back to you.
I understand that having to wait for a resolution to an issue can be less than ideal. We appreciate your patience and understanding as our team works to resolve the issue. If you have any questions or concerns in the meantime, please do not hesitate to reach back out here or via your support ticket to let us know.
Thank you Rick. So nice of you to take the time to respond to my concern regarding SSN. In general I am happy with the shopify help- they were very helpful during the process of building my website -this took me a month.
BUT now several days have gone by - I’m not sure if this case was brought to the attention of the right person-because this incident did not happen yesterday, but right after the DOB was corrected,which was several days ago. It may be just a technical issues-should be easy to resolve.
Is there anyway that you or somebody from your team- can check what is the status of this case as of today?
You are very welcome! Thanks for getting back to let me know.
That is great to hear that you have been happy with Shopify so far, and you were able to get your store built within a month - well done.
Here on the Shopify Community, we aren’t able to access any of your account information or access support tickets to provide updates. If you haven’t done so already, I would suggest replying to your most recent support ticket to let them know that you are still awaiting a resolution to the SSN issue.
You can of course also reach back out to our support team, and one of our support advisors would be happy to check in on the ticket status and let you know if anything else is required from your side.
Feel free to quote your ticket number here, and I would be happy to touch base with the team handling it. I won’t be able to access the ticket contents or provide an update as previously mentioned, but I can certainly leave a note with the team to make sure they have everything they need while they work on getting this matter investigated.