Shopify Payment is on hold and the Verification Team doesn't get back to me

[rakaiby]

Shopify payment got on hold due to some verification info, I opened a support ticket to let them know that the papers options that they want doesn't apply to my case and they informed me that it is escalated to the appropriate team and they will get back to me in 72 hours.

It has been more than 14 days and nobody contacted me. I contacted the support several times after that with no hope. all they say is that the ticket is set to the highest priority and they should get back to me when they can.

Right now they are limiting my options .. If I want to use another payment gateway, they will collect 2% additional to the 2% collected by the gateway yet they don't provide a solution and nobody is there to help!

I'm considering E*wid, W*x and b*gcommerce now.

I worry that even if it got fixed, whenever I face any issue with the payment it'll take too long to fix it!

It's everywhere on the internet that shopify may hold the payout at anytime!

Did anyone face similar issue? should I just give up or what do you suggest?

[Victoria]

Hi, @rakaiby.

Thanks for reaching out in the community and sharing your question.

You mentioned that your Shopify Payments payouts are currently on hold due to verification information. You've created a support ticket with our team and are still awaiting a response.

We understand how important this is in resolving this and lifting the hold. Rest assured, our Business Operations Team is actively working to verify your information on their end.

You're still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products. The team carefully reviews all details and your account thoroughly, in order to completely verify your account. However, this could take longer depending on the volume of work or if any additional information is required from the team.

Therefore, I would request you to keep an eye out for any emails from our team and reply back directly to that email for further clarification. Please be sure to check your inbox, spam folder, junk email, etc.

Through our community forums, we are unable to authenticate or provide account-specific information regarding your existing ticket.

We know that this is important for your store's functionality and assure you that our team is working on this to ensure the review is completed as quickly as possible. For additional context regarding Shopify Payments, please see our resource on Shopify Payments FAQ.

If you have any non-account-related questions you'd like to share here, I'll be happy to look into them. I'd also love to hear what kind of online business you have, what you're currently working on and what marketing strategies have you looked into so far?

Looking forward to hearing back!

[hiho]

I am having exactly the same issue, i have tried a lot of times with submitting a super clear company documents and bills with address and drivers license, and never got passed, it just keep say can not be verfied without and further information, i have contact shopify team which was completely not helpful, I am a web developer and have done a lot of website in wordpress, and never need to do a such complicated process and verification to setup a payment method, and the end i just give up and try to look for the third party payment method

[Victoria]

Hi, @hiho.

Thank you for joining in on the thread.

I understand that you're experiencing the same issue of your Shopify Payments being placed on hold due to verification issues. I truly understand the importance of having this hold lifted so you're able to use Shopify Payments.

Have you already had a chance to read through our Personal information requirements for Shopify Payments. In our resource, we've shared what personal and business documents are required for verification for Shopify Payments.

You mentioned that you previously reached out to our support team for assistance however, you're still unable to have your documents verified. Are you able to reply directly to your existing ticket that has been created? I recommend this option as the team handling your request will be able to provide further information on what additional documents you can submit.

We are unable to authenticate or provide account-specific information via our community forums, so replying to your support ticket will be best.

If you have any additional non-account-specific questions that you'd like to address, feel free to thread them here. 

[rakaiby]

@hiho 

Keep in mind that using other payment methods will cost you extra 2% for shopify other than the 2% the payment gateway will charge! why is that? nobody knows!

It has been around a month and nobody replied from the support till now.

Wix has very good fast support, you should try them. 

[Luke49]

We are having the same issues did this get resolved for you? We are opening a physical shop On Thursday and I have been trying to sort this out for the last 2 week I am worried our takings are going to get caught up in some black hole 

[rakaiby]

@Luke49 
no. They never replied on the ticket!

The support told me they escalated the ticket and the proper team should contact me in 72 hours and that my ticket was on the highest priority and that was more than a month ago!

I'd say save your time and find an alternative.

[Victoria]

Thank you for advising of this information, @rakaiby.

I recommend replying directly to the support ticket created when you initially reached out. Through our community forums, we are unable to authenticate your account or provide account-specific support. I would also double-check your spam and junk folder for any correspondence from our team.

You mentioned that your ticket has been transferred to the appropriate team and set to the highest priority. Our internal team carefully reviews each case/store to ensure they are providing the most accurate information and the best next steps that need to be taken.

[rakaiby]

@Victoria 

I contacted them tons of time without any hope!

My ticket number is 31351582

You assume by making the ticket on highest priority they should reply as soon as possible!

I did think so too but they don't seem to think this way .. Last time I contacted them was 22 June and they assured me someone will contact me as soon as possible and guess what? they never did.

This ticket is open for about a month and a half now and nobody bothers to reach out though it's on highest priority.

Imagine I had money already from sales and they held it for whatever reason! what should I feel then!

I have absolutely zero trust in shopify payments team and support and even if the issue was fixed and don't think I'll ever use it!

this is nonsense! and not acceptable under any circumstances and I'll make sure everybody I know knows it too to beware and not get themselves in the same situation.

[ahmad16]

same problem did you do anything new

?

[BADAD]

any sucess solving the problem ?

[BADAD]

did you had any success solving this issue ?

[Victoria]

Hi, @Luke49.

Thank you for joining in on the thread.

I'm sorry to hear you're having similar issues in regard to your Shopify Payments being placed on hold. I understand the urgency of having this resolved in order to resume business. 

Could you please confirm if you've contacted our support team via the Help Center? This will create a support request ticket and ensure your account is authenticated so our team can investigate. A ticket should have been made if you've already done this step. The next step in order to receive further clarification on your Shopify Payments is to reply directly to that ticket. Our team will take a closer look or transfer your request to the appropriate team. 

[Schalk2]

I am having a similar issue, and I have sales go through with payments just sitting in a pending queue with no response from the verification team, despite allegedly being escalated. Ticket nr 42483657

[Victoria]

Hi, @Schalk2.

Welcome to the Shopify Community, and thanks for joining the thread.

I understand your Shopify Payments payouts are currently on hold, and you're awaiting a reply from our Verification Team, correct? Could you advise when you initially contacted support? 

[Schalk2]

Hi Victoria, yes, that's correct. My initial contact was on the 11th of October and I was told that my request had been escalated, but I have had zero contact from anyone. I reached out to follow up earlier this week, and still have not had any confirmation or request for verification documents. There is no banner in my admin to respond to, so now I'm just stuck with payments in limbo.

[Victoria]

Thanks for advising, @Schalk2.

I can definitely understand your concern and the urgency to have this resolved.

Based on the date you provided, it looks as though it has been just about a week since you've contacted support. Our escalated support teams communicate solely via email and are currently experiencing higher than normal volumes. Rest assured, our team is actively reviewing your ticket and will reach out to you directly if further information is required.

[BADAD]

any success finding a solution to this ?

[jUan111]

Same here, the chat support just says that has been escalated to the highest priority, but they never get back to me. I'm tired of waiting without being able to do any sales. almost 10 days like this... this situation seems like a bad joke... 

[Victoria]

Hi, @jUan111.

Welcome to the Shopify Community, and thanks for joining the thread.

At this time, our queues are operating slower than normal due to the volume. However, rest assured our escalated teams are actively working to have each issue resolved. I suggest replying directly to any existing tickets you have and awaiting a reply for what steps to take next.

[rakaiby]

You have been saying that since more than a year ago!

[5h0p1fystealer]

Hello, Same situation here. I' m waiting for my 2nd payout since 17 days. No answer from Shopify. All the support agents in chat are just saying to wait. This is pure legal robbing people from their hard earned money. I suggest we start a class action

[crowshead]

Same here...7 days, no response.

[Victoria]

Hello, @crowshead.

Thanks for joining the thread!

Could you advise if you've tried following up on your existing support ticket? The reason I ask is, we do not have visibility into account information or support tickets via the community forum. 

[Flavien3]

Hello, for those who left a message, has your problem been resolved, and if so, how long did it take? It's been 10 days and I haven't heard anything from the merchant verification team. I now have €10,000 blocked. I have 3 pending tickets and no news.

[crowshead]

i think i had to wait around 10 days as well...just be sure to provide everything they are asking for in terms of documentation. 

[BADAD]

Have you had any success solving this issue ?

[Olivia4]

Shopify Payment and Merchant Trust Team are the lower part of society, they frozed 70,000 eur for no reason. I just booked my flight to Ottawa Shopify office and Will go there face to face.

[evancoy]

I am having the same issue. It's been 10 business days, two weeks and the payments team refuses to contact me. None of my business information has changed and I am getting emails that say: 

Contact support to avoid disruptions to Shopify Payments

Contact support for assistance with updating your information to avoid disruptions to your sales and payouts with Shopify Payments.

I don't know what to do because the Shopify Advisors are trained to not send anyone to a supervisor. It's infuriating. 

No one had a solution to this, correct? Did anyone get a lawyer involved?

[jvenditti316]

Did things end up getting resolved? Asking as I'm in a similar situation... And the above thread is causing concern.