Payment on hold and I am unable to send message

[Kyubei]

Dear Support, our payment has been hold for 2 months. I have send multiple emails to check on this as I tried to upload the passport ID but the system indicated as photo not verified. It happened to us in 2018 and we reolved it after just 1 email. Kindly get back to me as this time round it has been 2 months but I still haven't receive any verification email or so. I had to reject sales due to unsure whether we are able to get pay. Please get back to us asap as this is hurting our sales and reputation (I had to increase the delivery cost to insane price to stop customer from ordering and have to refund and reject order even when the customer willing to pay for the expensive delivery price I set).

[Don]

Hi there @Kyubei!

Sorry to hear you've been experiencing an issue with your payouts for some time now.

You mentioned that you had uploaded documentation recently, but that this had not been accepted.

Could you let me know a bit more about where you uploaded this and where you encountered any info on why it was not accepted?

If you haven't already, I'd also advise you to check in your account owner email address for any contact from our team about this.

You can try searching in the 'spam' or other folders to see if any emails like this have been filtered there.

I can see that you also mentioned that you said you sent multiple emails on this topic already, can you confirm whether this was via our Help Centre here and if so, were you given an automated reply with a ticket number to confirm your contact?

I'd like to ensure that you have a line of contact established where you can get more info on this so we can help you to resolve this!

[Kyubei]

Hi Don, I tried multiple time to upload the passport ID but the system keep telling me photo cannot be verified. I had also contact support multiple times since May'22 and they had informed that they will get the accounts to contact me regarding this but up till now I have not received any email from the accounts and even the support email doesn't work hence I need to upload my problem over here. The same thing happened to us (verifying of identity) in 2018 and it was resolved after I send in email to support. So I don't understand why does it need to take so long for this time round. Furthermore we are not a new store. I have been waiting for 2 months and this simple issue has not been settled. I just need someone to email me and I can send you a copy of the passport to verify the ID. As simple as that so I don't understand why it needs to take so long to handle?

[Don]

Hi again @Kyubei !

Thanks for getting back to me here and for sharing that extra info and context.

In terms of uploading a document, I'd recommend that you keep a few things in mind to aid in the verification of that document.

Be sure to upload a full, uncropped image of the document including all edges of the document visible in the image.

It's also important that the picture is of good quality, not blurry, and with no lighting issues.

As we're not able to provide account support publicly here, I would need to direct you to establish contact via our Help Centre once again.

There we can securely verify your identity and view your account and support tickets.

If you have any ticket numbers from your previous contact, especially where this was escalated on your behalf, you can ask the Advisor to take a look at that interaction for you.

It can take longer to hear back from our specialist teams as they have a longer turnaround time and are required to work via email for security reasons.

That said, it sounds as though you may have been waiting a longer amount of time already for a response, so I'd like to have any previous contact checked up on.

All the best!

[Kyubeijp]

Hi Don, thank you for your explanation but currently I am unable to upload any documents. I had tried to transfer ownership to try whether I can submit new documents but now it indicate to ask me to contact support but I cannot reach Shopify support in the first place. There is no place for me to upload any documents and they only inform us to contact support. It's like being trapped in 1 box and no solution at all.

[Don]

Hi again @Kyubeijp!

Thanks for getting back to me here again.

At this point, I would recommend that you reach out for account support via our Help Centre as linked above.

There we'll be able to take a look at the status of your payments account, discuss changing your account ownership and see how we can enable you to upload the relevant documentation.

As we're not able to provide account-specific support publicly, it would be necessary to get in touch via the Help Centre there, so let me know if you need a hand with accessing it!