Why is my Shopify Payments account suspended and how can I fix it?

[Pedro_]

Hi. I am just migrating from Prestahop to Shopify.

When configurating Shopify Payments I verified my documents, but my partners docs got stuck. After several tries uploading his driving license (I was not being able to get a picture of his ID), the page is no longer allowing me to submit any documentation to verify (I managed now to get his ID card in JPG) and I got the Home banner stating my Shopify Payments account has been suspended (I have not even gotten to open the store or made any test order). Also, I did not get any email explaining the reason.

Reading on internet I saw Shopify Payments I quite strict with security and they can suspend accounts even for jus using a VPN (which my antivirus includes). I wrote to customer support and they told me they´d send it to the propper department, but he could not give me light about the time that could get.

Does any one know if I might have done any impropper thing to get banned that I can fix by myself? Or if once banned, you are so forever and shoul seek another payment´s provider?

[Don]

Hi there @Pedro_!

Thanks for sharing that info and context with us here in the Community.

As we're not able to access your account or discuss any of your info publicly here, we'd just need to ensure you're put in touch with the correct team for more info.

You mentioned that you had not been contacted about the status of your store, so I would usually advise checking in your 'spam' or other folders to see if your email provider had filtered it there.

However, as you mentioned here you have already been in touch with support via our Help Centre, and they escalated your query to the relevant escalated team.

In this case, no further action is necessary on your behalf, as that team will get back in touch with you by way of an email reply.

It may not be possible for them to comment on a given process or reasoning for security purposes, but rest assured, if your case has already been escalated there that is the first and only place you'll get an update on this.

All the best!

[LucieM]

Hi, 

I have the same issue with my shop, I had provided all documents whixh were needed, but its still blocked and I cant find any contact with who I can fast resolve it. Do you have any new info or contact? Thank you, regards, Lucie