I am trying to get my account verified and whoever is looking at it doesn’t seem to understand what they are looking at. My payouts have been suspended for over two weeks and it is now starting cause my business hardships. This is unbelievable. The verification wanted the directors that are on the Shopify account proved and I provided a document from my lawyer showing both my wife and I as directors and that we are both listed on the Shopify Account. Some one comes long and rejects the document because they think my lawyer is a somehow director and yet not listed on the Shopify account and also someone at Shopify is stating my wife’s name backwards and rejected her as being listed on the Shopify account because of that! I talked to support several times and keep getting “we are looking into it”. I need to pay my suppliers. I need to order materials. I am coming into three weeks of my earnings being held from me. How do I get this resolved and resolved now?
Hi @TheSpoof , this is Kate fromPageFly.
I completely understand how frustrating this must be for you. Based on what you’ve shared, there are a couple of clear mistakes that Shopify is making, and these need to be corrected right away.
First, it sounds like there’s confusion over the document you provided. You’ve submitted a legal document showing that both you and your wife are listed as directors on the Shopify account. The issue seems to be that Shopify is mistakenly thinking your lawyer is a director, which is absolutely not the case. Your lawyer is simply the issuer of the document, and this misunderstanding shouldn’t affect the verification. The document clearly shows both you and your wife as directors, so there’s no reason for this to be rejected.
Then, there’s the issue with your wife’s name being reversed in Shopify’s system. That’s a clear clerical error on their end, and it’s preventing her from being recognized as a director. You’ve already provided the correct information, so this error should be corrected immediately. Simply ask Shopify to update their system to match the names as they appear in the official document.
The bigger problem here is that your payouts have been on hold for over two weeks now, and this is having a huge impact on your business. Without these funds, you can’t pay your suppliers or order materials, and that’s putting your business in jeopardy. The delay is due to errors that Shopify is making, so make sure to emphasize that this situation is directly affecting your ability to operate.
At this point, you’ve been patient long enough, and the “we’re looking into it” responses just aren’t enough. You need this resolved today. Politely but firmly ask to speak to a supervisor or someone who can take immediate action. They need to either approve your verification or explain exactly what steps are needed to fix this right now.
This delay has already caused you significant hardship, and you’ve provided all the necessary documentation. The longer it goes on, the more it will hurt your business, and it’s important for Shopify to understand the urgency. If they don’t resolve this soon, you may need to explore alternative payment solutions or even consider further action due to the financial damage this delay is causing.
I hope this helps, and I really hope you get this sorted out as soon as possible.
Best,
Kate
PageFly – Shopify Landing Page Builder