I need help please. I tried reaching out to customer support through chat, but was told I would be forwarded to their business operations team.
I deactivated my shopify payments option because I was receiving errors that it couldn’t pay out and that customers wouldn’t be able to check out. I thought if I deactivated and then reactivated- it would take me through the set up process again so I could review if I may have entered in any information wrong. Now the button is completely missing and I am very stressed out.
May I please have someone’s input on this- or if you have gone through this how was it fixed for you?
That missing button is usually not a UI glitch you can click your way back to, so take a breath first. Two things are probably going on.
When you were getting those payout and checkout errors before you deactivated, that almost always means the Shopify Payments account was already flagged for something, usually an identity or bank verification that didn’t clear. Deactivating didn’t reset the setup because that account state lives on Shopify’s side, not in your store settings, so reactivating would never have re-run the wizard. It just removed your self serve path.
The reason your chat got forwarded to business operations is that only they can restore it once it’s in that state, so the ball is actually rolling in the right place.
One thing worth checking while you wait: go to Settings > Payments and see if a third party provider quietly became the active one after you deactivated. If so, Shopify hides the activate button until you remove that provider. But if payouts were erroring first, the verification is the real thing to sort out.
Did the original errors mention anything about verifying your identity or bank details? That is usually the thread to pull.
Hi, @PSJ_26
Hope you are doing well!
I’ve seen this happen before. If the Shopify Payments section disappears after deactivation, it’s usually something only Shopify Support can restore from their side. Since your case has already been escalated to the Business Operations team, I’d wait for their response they’re the team that handles Shopify Payments eligibility and account reviews.
Thank you for your review on this, I was definitely panicking yesterday lol. I finally found my email (it was my fault for missing this) of Shopify alerting me they disabled my payments due to not having enough information. At the time of the email, I was still working on getting my business documents and assumed I’d be able to come back later and re-add them. I submitted an appeal and followed up on my ticket today. Now that I’ve done what I could on my end, I am not as panicked as I was yesterday. Thank you again for your kind reply, understanding, and offering solutions.
Thank you for this, and yes at this time I had to remind myself I’ve done all I can do- and need to let the appropriate teams work through their processes. I thank you for your review, information on the process, and kindness with this.
I’m just leaving this here for future business owners that may have ran into the same issue as me. I understand the waiting process can be nerve wracking and having the desire to constantly follow up with the support advisors- I did receive a resolution to my case and my appeal was approved. Please be patient and kind to the shopify staff as they are working on our cases, and the advisors are doing the best they can. Patience is key, and you will receive feedback from shopify on if your payments are reinstated or not. I’m grateful for everyone’s help, and I hope this post can ease others mind who may have the same issue as me.
