An Australian store owner received Shopify Payments errors: “The name on the photo ID doesn’t match the name of the account owner” and “Some of your information could not be verified. To continue using Shopify Payments, you need to upload additional documents.” They had submitted a driver’s license and ABN (Australian Business Number) and asked which specific IDs and business registration documents are required, even offering a face screenshot.
Shopify staff could not verify or review account-specific information via the forum. They directed the user to the Help Center through the Contact Us page to securely authenticate as the store owner.
Steps provided: log in (or continue without logging in), navigate to the Help Center, enter the issue in the search bar, and select “Get Support” to reach a Support Advisor for tailored guidance on required documents.
No specific document list was provided in-thread. The issue remains unresolved in the forum and requires direct support for next steps.
Summarized with AI on February 15.
AI used: gpt-5.
Hi Michael Here, Im living in Australia. My account is saying “The name on the photo ID doesn’t match the name of the account owner”. In RED ) I have tried to send copies of my drivers license and a copy of my ABN , please help in to which ID I need and what this also means … " Some of your information could not be verified.
To continue using Shopify Payments, you need to upload additional documents. " …which documents do i need to send ?, and also what business registration document do you need ,which one are you talking about. i am so confused… tell me what you need of me please shopify , I can send copy of my drivers license and a screen shot of my face? or?
I am sorry to hear about the trouble with submitting your documents! Since I cannot authenticate you for the store in question over the Community forums, I am unable to look into the specifics to see exactly why this error is occurring. In this case, it would be best to reach out to support by logging into your store using our Contact Us page. This will allow us to securely verify you as the store owner before speaking directly with a Support Advisor about the situation.
Once you successfully login or select the option to Continue without logging in - you will be directed to the Help Center. Type in what you would like assistance with in the search bar to locate the option to Get Support under the search results.