Shopify payments are being terminated and there is a problem with the Shopify reply thread

[TMTUUS]

Shopify payments are being terminated and there is a problem with the Shopify reply thread

The problem I'm having is that Shopify payments are being terminated, but Shopify is not telling me the outcome of the Shopify payments process via email.

I tried to talk to online customer service and they just asked me to repeat to find a certain email, in fact Shopify did not send an email about closing Shopify payments and currently the project is suspended and there is no way to continue.

[Rick]

Hi @TMTUUS 

Thanks for reaching out here.

I understand that you are experiencing some issues with your Shopify Payments, and are wondering about the Shopify email that was sent to you. I realize that this is not an ideal situation for your business, so I would be happy to help clarify this for you.

Here on the Shopify Community, we are unable to access any of your account information including any existing support tickets you may have. Our general support team (via live chat, phone & email) will also not have visibility on certain issues such as Shopify Payments holds - this is because we have dedicated teams who handle these issues, as they often contain sensitive information. These teams only operate via email, which is why the support advisor you spoke to advised that you should refer to the email. 

Can you confirm if you have received any emails at all in relation to your Shopify Payments issue? They would be sent to the main Account Owner email address. If you did receive an email, then all replies relating to that issue will need to be sent directly to the team handling it - you can do this by simply replying to the email. I would recommend checking your spam/junk folders to make sure emails did not get stuck in there. General support advisors will not be able to provide any information regarding the content of these emails.

However, with that said if you have confirmed that you did not receive any emails at all relating to this store issue, then I would suggest reaching back out to our support team using this link here, and explaining that no emails have been received. The support advisor can take a look to see if any emails have been sent, and if necessary they can pass on any relevant information to the team handling this issue so that they can get the email re-sent.