Information required To continue using Shopify Payments, update some information about

[dhal]

Dear Shopify Community Team,

I'm experiencing a delay with my Shopify Payments validation. The popup message "Information required: Update some information about your business to continue using Shopify Payments" keeps appearing. When I click on it, I can see that all the information is updated.

I have been waiting for almost 10 days now. A week ago, I filed a support  Many tickets, but have not received a response yet. I really need to get verified as soon as possible.

Is there something I can do in my account to resolve this, or is there an issue on your end?

Looking forward to your response.

[Kitana]

Hi @dhal. Welcome to the Shopify Community. 

Sorry to hear you're having some trouble with the verification process. Can you share your support ticket number with me so I can take a look and see how your ticket is being handled. 

[dhal]

This is an abuse, TICKETS : 49376745 (ESCALATED) , 49406511, 49432366, 49317258, 49405685

[Kitana]

Thank you for getting those tickets to me. I can see your ticket is being handled correctly and is with the right team. I know you have been waiting for a reply from our team and they will get back to you as soon as they can. Since the ticket has already escalated there isn't much we can do on our end, but I did leave a note on the ticket so they understand the urgency for you. We aren't able to make them work faster and we want to make sure they are handling all tickets with the same amount of care and effort. Keep your eye on your email and they will get back to you as soon as they can. 

[dhal]

Can I email the documents because this is taking too long 

[Kitana]

Yes, you can reply to the open ticket you have already with the information. I can't promise they will accept the documentation via email since I'm not working on your ticket and I don't know what the team handling it plans to do next, but if they do plan to ask you for that information at least it will be there and save you time. I always say the more information you send related to your issue the better for everyone so there's less back and forth which can eat up valuable time. 

[dhal]

If you are not working on my ticket, open a new one for me and I can work on it, that would be the best way to help, because otherwise I wouldn't be doing anything.

[Kitana]

Sorry that's not how our teams work. My job is to help users on Social media and our forums to receive the support they need. When it comes to an issue like the one you're experiencing with Shopify Payment verification, we have a team that works with that specifically and they are the ones that have your current ticket and are working on it. As I said you can send your documents in your open ticket and if the team needs It they will look into them, otherwise they will let you know what they either need from you or what you need to do next when they get back to you. 

[dhal]

I think I'm left with the same thing as what they have, what a lack of negligence on the part of their team, and what a lack of communication between their departments that they can't figure out and solve something so simple.

[dhal]

Hi,I  been trying to resolve a  issue with uploading documents for authentication for over a week I don't understand why is taking so long is frustrating to deal with this simple issue for so long I am going to wait only until today  if you don't resolve this today I will seek legal advice.

Thank you.

[towelmax]

Hi Dhal, 

Did Shopify resolved the issue, I have some issue has been waiting for 5 weeks, have contact the support team many times, but I am still waiting, it is so frustrating. just wondering if they have resolved your issue. Thanks. 

[VanDijkDesigns]

I'm having the same issue - I've escalated multiple times and updated all the information they require.  I still get emails telling me I have to update and yet no one from that "department" has taken the time to contact me and let me know what the problem is.

Have you had any resolution or have you sought legal advice?

This is incredibly frustrating.

[Cristian3]

Hey Kitana,

Same issue here still, for over two weeks

Ticket: 50945251.

Ticket: 51101361

[Estilooo]

Dear Shopify Community Team,

I'm experiencing a delay with my Shopify Payments validation. The popup message "Information required: Update some information about your business to continue using Shopify Payments" keeps appearing. When I click on it, I can see that all the information is updated.

I have been waiting for almost 20 days now. A 3 week ago, I filed a support Many tickets, but have not received a response yet. I really need to get verified as soon as possible.

Is there something I can do in my account to resolve this, or is there an issue on your end? My ticket number  is 51769922

[ElegantHaven]

Hi, Kitana.

I hve the same issue.

My ticket no. is 50640967

I really apreciated your support to resolve it.

Thanks.

SEC

[yigitcanblegdor]

Hey Kitana,

Same issue here still, for over two weeks

Ticket: 51679016.

Ticket: 51298461 

can u help me?

[Cristian3]

I have the same issue, going on 10 days, how quick was this resolved?

[ElegantHaven]

Hi,
Around 2 weeks to get an answer from Shopify. They issue have been solved.

[12318]

Hi, What do they do to resolve it?

I have the same issus and they won't answer my ticket, so i would like to know.

Thank you.

[NosMal]

Hi, did you ever get this resolved? Same issue for me as (and looks like for a lot of other people) and if so, how long did it take? This is ridiculous and I'm not able to open my store until this gets fixed.