Unlocking my Shopify Balance so that I can update my business details

Unlocking my Shopify Balance so that I can update my business details

LSSpiralMoon
Visitor
1 0 0

I am new to this platform and I am finding it extremely frustrating that you cannot navigate to customer support to create a ticket other than to rely on the virtual chat which keeps showing over and over "Customer Support" as a button that looks like you should click on it. But then it generates another and another and getting nowhere. I tried to email customer support and was informed via an automated reply that I could not generate a ticket. 

 

In the payments section under settings, I am trying to unlock my account so that I can upload IRS documents (which I thought I already previously did to verify my account) to show the tax EIN number is correct and that everything matches and I am in fact the sole proprietor of my business.
 
Can someone from the support team help me with this so that I can finalize everything and make sure it is set up properly? I would like to ensure that my choice to leave Square and move to Shopify is a seamless transition and so far this is the bump in the road that needs to be handled.
 
Many Blessings
Replies 2 (2)

DaisyVo
Shopify Partner
3793 412 499

Hi @LSSpiralMoon 

I hear you—navigating Shopify's support system can be frustrating, especially when you're stuck in an endless loop with the virtual assistant. Let’s cut through the confusion and get you the help you need.

Why Your Shopify Balance Is Locked

Your account is likely restricted because Shopify needs additional verification for compliance with IRS regulations. Since you're trying to update your business details and IRS documents, unlocking it will require submitting the correct paperwork.

How to Unlock Your Shopify Balance & Upload IRS Documents

Here’s the best way to get this sorted:

1-Go to Your Shopify Admin

  • Navigate to Settings > Payments > Shopify Payments and check for any alerts or pending actions.
  • If there’s an option to submit documents, do it directly from there.

2-Check Your Email for Shopify Requests

  • Sometimes, Shopify emails merchants requesting additional verification. Look for any messages from no-reply@shopify.com or support@shopify.com in your inbox or spam folder.

3-Contact Shopify Support Directly

  • Since you’re having trouble with the chat, try this direct link to Shopify’s support portal: https://help.shopify.com/en/support
  • Select “Get Support,” choose your issue, and follow the prompts to request email or live agent assistance.

4-Use Shopify’s Social Media for Faster Help

  • If the support portal is a dead end, message Shopify Support on Twitter/X (@ShopifySupport) or reach out via Facebook Messenger. They often respond quickly there.

Final Thoughts

Since you’ve already uploaded your IRS documents before, double-check that you used the correct EIN and that it matches IRS records. If there’s a mismatch, it could be delaying the verification process.

I get that this transition from Square to Shopify should be smooth, and I totally understand the frustration. Follow these steps, and if you still don’t get a response, keep pushing through Shopify’s direct support options—they should escalate it for you.

If you need any other assistance, I am willing to help.
Best regards,
Daisy.

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snaps
New Member
8 0 0

Hi there, I am having this same issue. I've tried to upload the EIN verification documents but am now locked out and not able to upload anything, change anything etc. It just says to contact support over and over. I've done this many times with no meaningful help for weeks. Do you  have any advice what to do? Thank you!