I can not access my main account nor receiving my payments

[Jawwad]

Hello Shopify Community,

My main account is locked by Shopify and I did not even receive my payouts in my bank account. Shopify asked me to submit some documents, which I did so but then Shopify did not even respond to my mail for 5 days nor they tell me whether the documents were correct or how much time they still wanted to resolve it.

How can I solve this issue quickly?

[Mac]

Hi, @Jawwad!

Thanks for reaching out in our Community forums and sharing your concern.

While I understand that this situation is not ideal, I want to clarify that the review process for your account is a standard procedure that requires some time to be completed. It is common for merchants to be asked to upload certain documents to verify their account, and you mentioned that you have already done so. Our team will review these documents, and if everything is in order, the banner will be removed. However, if additional information is needed, you may receive a new banner on your admin dashboard or we will reach out to you via email.

Please rest assured that our team is working diligently to resolve this matter for you. We appreciate your patience and understanding throughout this process.

[Jawwad]

how much time do you need to solve this problem?

[Mac]

Hi, @Jawwad!

Thanks for following up.

I can assure you that our team is doing their best to get back to you as soon as possible. At this time, I am unable to provide a timeline as I don't have access to any account specific information here on the Shopify Community Forums. If you have any questions, you can reply back to our latest email for an update. Alternatively, in order to confirm that the ticket is in the right place, you can reach out through our Help Center. To access our live support, you can ask the Virtual Shopify Assistant to "contact support." It will then guide you on the next steps to connect with a team member who can assist you further.

We appreciate your patience!