Why is my account on hold for over a month despite providing all documents?

[WKA]

Our company had to change bank accounts. Shopify has had our account on hold for over a month. We provided them all the requested documentation. We have not been paid the entire month of June. There is no customer support telephone number or chat. 

How can I speak to a human being for assistance?

[Shay]

Hi @WKA 

Thank you for reaching out about this hold on your account. I understand that the review process is taking some time and I can recognize how deeply that can affect a small business. 

Do you have a ticket number for the escalation to our Business Operations team or the team handling this review? Due to the sensitive nature of these types of situations our escalated teams can only communicate via email to reach a resolution. This is to ensure there is an accurate record of communications between yourself and our team. 

If you have not yet, you can connect with our live chat support through the Help Center by following this link: Get Support, signing into your merchant account and searching for your issue. Our options for continued support will be at the bottom of the search results. 

If you do have a ticket that has been escalated or an email received from the team handling this review, you can reply back directly to it to communicate with your assigned agent. Please note, that our live support can only confirm if a ticket is with the right team or if communications are being sent/received. They have no direct insight into the resolution of the review.