I can’t change my ssn and for the payments it says it’s wrong

Technical Q&A
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Topic summary

Issue: Users are unable to update their SSN (Social Security Number) for Shopify Payments, and the system reports a mismatch/wrong SSN.

Key constraints: Once SSN and identity details are submitted in Shopify Payments, they cannot be edited in settings.

  • Any change must be escalated to Shopify Support via the provided link.
  • The request must come from the account owner on file.

Resources shared:

  • Link to Shopify Support for escalations.
  • Documentation outlining required documents and identity requirements for Shopify Payments.
  • A setup checklist for new stores.

Recent update: A second user reports the same SSN issue and cannot use the support link because their account is “not confirmed,” preventing access to support.

Action items:

  • Ensure the account is confirmed to enable access to Shopify Support.
  • The account owner should submit a change request through the support link.
  • Review the documents/requirements page to verify what’s needed for SSN and identity.

Status: Unresolved. The path forward depends on account confirmation and an owner-initiated support escalation to amend SSN details.

Summarized with AI on December 18. AI used: gpt-5.
1

So I was just setting my Shopify payments and it keeps saying I typed a different one from the one I already put in, does anyone know what to do?

2

Hey, @LoganVieira !

Thanks for getting in touch.

Had you previously provided a different SSN number in the Shopify Payments settings? As once the information is provided, it is not possible to edit the details of your Shopify Payments account. If there is a need to change these details, requests should be escalated to our support team here at this link and must come from the account owner on file.

You can also check out this page here which walks through the documents and requirements for Shopify Payments.

Aside from this, how is everything else going? Are you just starting out? If so, we have a great checklist that can help with getting set up and ready to sell - click here!

3

It isn’t working for me as well I have an account but I just made another one everything is done except my ssn and it wont work I clicked the link for Shopify support but it says since I’m not confirmed it won’t work