Shopify Payments - Can’t accept payments

[Yanick]

Hi,

We have Shopify Payments set up on the store and currently on the checkout page we are just getting the notice "This store can't accept payments right now.".

We did get an email from the legal department asking to send extra info to them which we did and the a day later received a Welcome Welcome to Shopify Payments email, but it is still not active on the checkout page.

In the store backend under the notifications section there is a notice about the account is on hold and saying that we need to contact Shopify Support and we've tried to reply on the "legal" email that we had and also tried to contact support advisor via the chat, but then we get an error page "There’s a problem loading this page" which then just redirect us back to the Support Center.

If you can please let someone get in touch with us and let us know the status of the Shopify Payments on the Store or what the problem is.

[Blair · Accepted solution]

Hi @Yanick,

Thank you for reaching out to the Community. I'd be happy to provide some assistance with this request, to ensure it gets resolved. 

For inquiries like this, you will want to connect with us directly. This will allow our support team to investigate further as we wouldn't have access to any account details through the Community. As you are experiencing some troubles connecting with us, I'd encourage you to attempt the following troubleshootings steps listed below to see if this helps to resolve: 

• Clear your Cache and Cookies.
• Access the shop in an Incognito Tab. 
• Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
• Try Another Device. 
• Try accessing from the Shopify Mobile App. 
• Try Restarting your device.
• Make sure your device is Up To Date. 

After completing all of the outlined steps above, you can head over to our Support Page to see if you're able to connect with us. 

To connect, you can: 

• Head over to our Help Center. 
• Enter into the chat box Contact Support.
• Log into your shop.
• Select one of the available support options.

Please let me know if you continue to experience any issues.