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How to Get Faster, Clearer Help from Shopify Account Security?

How to Get Faster, Clearer Help from Shopify Account Security?

Sueantonorsi
Tourist
7 1 3

Hi everyone,
I’m dealing with an issue that’s stalled my payouts, and I’m really struggling to get timely, accurate answers from Shopify’s Account Security team. Every response takes at least 24 hours, and when I reply immediately, it just restarts the wait—without real progress or clarity.

In my case, Plaid generated a random VAN (Virtual Account Number), which confused the verification system. I explained this, disconnected the account, and asked them to switch payouts to my Shopify Balance—but I’m still stuck in back-and-forth emails with long delays.

Has anyone had success escalating a case or getting real-time help with Account Security? I understand it's a sensitive area, but when payouts are on the line, faster and clearer support should be a priority.

Appreciate any tips, contacts, or advice!

Reply 1 (1)

Chrissmith1
Shopify Partner
7 0 0

I totally get how frustrating that is, payout delays can be a serious issue. Since Plaid generated a virtual account number (VAN), Shopify's system likely flagged it during verification. You did the right thing by disconnecting it and asking to switch to Shopify Balance.

Here’s what I suggest:

  1. Try reaching out through Shopify’s live chat support instead of waiting on email. Go through the support flow and choose “Chat” when it’s available, it tends to move things faster.
  2. When you respond to their last email, change the subject to something like:
    "URGENT: Payout Blocked – Escalation Request"
    That might help flag it for quicker attention.
  3. In your message, summarize everything in 3–4 lines, explain that the Plaid VAN caused a mismatch, you’ve already removed it, and you want to use Shopify Balance for payouts now.

If the issue keeps dragging, also consider messaging Shopify Support on Twitter, their team there is often more responsive.