How can I resolve a mistakenly disabled Shopify Payments account quickly?

[GimboSlice]

Hi,

I'm a 3-year-old Shopify User. Using Shopify Payments for 2 years. Last week we received an email from a Shopify Risk Agent, asking for documents (the same ones asked when first settled up). This new Agent has now wrongly disabled my account. When sending the documents I may have sent the wrong one as I wanted to solve this asap. I have reached out to my Attorney and Shopify Support Agent and both agree I'm able to use Shopify Payments.
How I can solve this asap? This is really impacting my business.

By the way, for the future, can I have a direct agent that has once reviewed my store and documents so this doesn't happen again?

Appreciate any assistance from Shopify Support.

Thank you

[Ollie]

Hey @GimboSlice.

Thanks for reaching out.

I appreciate the context that you have shared with us as that is very helpful! In this case, I would suggest responding back to the email to get back in touch with the Shopify representative that you are in contact with. Since we cannot authenticate over the Community forums due to the sensitive information that would need to be shared, I am unable to look into the specifics. In this case, it would be best to reach out to our support by attempting to login to your online store using the Contact Us page.

Once you successfully login, or select the option to Continue without logging in - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak with a Support Advisor about the situation.

Let me know if you have any questions.

[GimboSlice]

Hi,

Thanks for the quick reply. I have reached out to Shopify Support, but they have already told me to wait for the email of the Risk Operations agent. As you can imagine this is really damaging my business. Is there a way for me to contact you directly and you can help me figure this out? I need this solved asap

[Ollie]

Hey @GimboSlice.

Thanks for the quick response.

I can certainly understand the importance of being able to successfully login to your store! Since I am unable to verify you as the store owner over the Community forums, I am unable to view the specifics of the situation. If you would like to receive an update on the ticket, you will need to respond to the email that you have received or login to your online store using the Contact Us page and speak with an Advisor.

If you are unable to successfully login to your store, you can select the option to Continue without logging in and you will be directed to our Help Center. Select on the Account section and pick the topic that you would like assistance with. Once you select the topic, you will be given options on how you would like to reach out and speak directly with a Support Advisor.

This will allow us to authenticate you in a more secure setting and have the matter looked into further. 

Let me know what you think.

[GimboSlice]

Hi,
I do understand how to log in and contact Shopify Support. But agents are telling me that I need to deal with this by talking with this Risk Operator, but he is replying to me with the same automated email. Not even telling me why he is declined. Please remember that we do operate in the US and have all our required files. That's why we need someone else to look at this case.

[GimboSlice]

@Ollie CAN you look at this for me? It's been a month now. I can send you any requested information. I still have money on Hold. My employees have their payment on Hold. I need to pay them.

[GimboSlice]

Hi Davisoncode,

Appreciate you for taking this into account. Yes. I need this solved asap.

[GimboSlice]

Hi, please note the guide here on how to follow it.