Document - Name on ID does not match


I have a scenario where a user’s status is Document, the user uploaded the Document however the document review came back as Name on ID does not match.

According to the Developer Documentation, A Customer’s information cannot be updated when in a [status] of document or suspended.

Is the user just stuck at this instance and can not update their name and has to create another account, or is there any other way to correct the Name ?


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Hi @Pocket_Profit , the best way currently to update name is to reach out to support and we can place the account in a retry status. That would allow the user to resubmit/update their identifying information.

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