New store Shopify verification process has finished and been approved but have critical errors

[alb6144]

I recently created an online store with Shopify and had no issues for the first week my store was up. I then got a notice after a couple days that my payouts were on pause, and I lost my ability to print labels to ship my products out. I was instructed by the help center that this issue was being taken care of by a separate team, and that I needed to keep an eye on my email for additional information. I was told this process should only take 2 business days... and after 4 weeks worth of submitting support tickets, I finally received the verification email to submit documents confirming my business legitimacy. I submitted this information 3 separate times as I received the same "please verify email" multiple times after one had already been submitted. I waited another week and finally got confirmation that the verification process was completed and I was successfully verified. I thought I was finally at the end of the road of my struggles and then I'm told by my customers once I made this announcement that my store wasn't accepting any card information other that paypal. I did some digging and confirmed that my shopify payments says it's online, but it is not working. My shopify payments and shop pay capabilities are unusable at this time. After creating numerous support tickets, the problem still persists. I was told that again, the same team as before would be responsible for getting these fixed for me. I was ensured this was being worked in a timely manner but it has been another 4 weeks without resolution. Can someone please explain what is happening on the backend currently. I'm just genuinely at a loss for words. I haven't been able to conduct any business because of this for 2 months now and I'm beginning to think this issue will never get fixed.

[rajimulislamjoy]

@alb6144  Hi, I’m really sorry to hear this  it sounds like your issue is stuck with Shopify’s Payments Operations team, which regular support can’t directly resolve. Even if Shopify Payments shows as online, there may still be backend restrictions blocking card processing. I recommend requesting an urgent escalation to the Payments team, referencing your full timeline and ticket numbers. Also ask for a senior agent or callback to speed things up

[alb6144]

Hey @rajimulislamjoy thank you for your response. Each time I have created a support ticket, they have mentioned that my tickets were escalated to the highest priority. Is there a way to ensure which team this has been escalated to? Each agent i've spoken with has indicated that it was escalated to the appropriate team but I'm still left with no response after weeks of waiting. Each agent has has been aware that I've created multiple chat cases for this problem I'm facing.

[rajimulislamjoy]

@alb6144  Thanks for the update if agents say it’s escalated but you’re not seeing progress, it’s worth specifically asking which internal team your case is with (e.g., Payments Operations or Risk Team), and whether there’s a case ID or internal note linked to your store. That info can help you follow up more effectively

[alb6144]

Understood @rajimulislamjoy . Is there anything that a hired Shopify partner could to do help? In other words, can I hire someone skilled with backend expertise to resolve this instead? I'm assuming the answer is no, but as my business has been on pause for 2 months now I'm running out of options here. I'll see if I can gain additional information from the support agents but I believe this is being handled by the risk team. They specified that it was the same team responsible for the verification of my store and the risk team was the one who initiated the process in the first place.

[rajimulislamjoy]

@alb6144 You're correct  unfortunately, Shopify Partners (even those with backend or technical expertise) don’t have access to internal systems like Payments or Risk, so we can’t directly intervene or speed up escalations. These cases are fully handled by Shopify's internal Risk or Payments Operations team. The best thing now is to press support for confirmation that it's with the Risk team, ask for an internal case ID, and request a supervisor-level update. I truly hope they resolve this soon  two months is far too long to be left in the dark.