🚨 Heartbroken New Seller: My Payouts Are Paused and I Desperately Need Help

Shopify Discussion

Topic summary

A new Shopify seller’s payouts have been paused due to a mandatory identity verification requirement. Despite attempting to upload valid documents (driver’s license and passport) over 10 times, all verification attempts have failed.

Current Status:

  • Payouts remain frozen since September 21, 2025
  • Support ticket opened but no resolution yet
  • Funds urgently needed to fulfill orders and maintain business operations

Community Response:

  • Multiple users report experiencing identical verification issues across different stores
  • One user suggests amplifying the problem on social media (X/Twitter) to get Shopify’s attention
  • Another seller confirms the issue remains unresolved on 2 stores despite escalation

Suggested Solutions:

  • Contact @Shopifysupport on Twitter for faster, more detailed responses
  • Try verification using incognito/private browser mode to bypass cache issues
  • Attempt upload through Shopify mobile app instead of desktop browser
  • As last resort: create entirely new store (though this is an extreme measure)

The discussion remains ongoing with no confirmed resolution. The verification system failure appears to be a widespread technical issue affecting multiple merchants.

Summarized with AI on October 23. AI used: claude-sonnet-4-5-20250929.
1

Hi everyone,

I need to open my heart here because I truly don’t know what else to do.

Just a few days ago, I made my very first sales on Shopify. It was one of the happiest moments of my life, I felt excited, hopeful, and motivated. A childhood friend told me Shopify was the best platform I could ever choose, so I trusted it completely. I was even planning improvements for packaging and reinvesting into my store.

But this afternoon (September 21, 2025), everything came crashing down. I received an email asking me to verify my identity as a mandatory step. Since then, I’ve tried more than 10 times to upload my documents, both my valid driver’s license and passport, carefully following every step. Every single attempt failed.

Now, in the Payments tab, I only see this message: “Payouts are paused. Verify your identity to resume payouts and keep your account secure.”

But the verification button just leads me to the same dead end.

I reached out to support and they opened a ticket, but I’m still waiting with no answers. Meanwhile, my payouts are frozen. I urgently need these funds to fulfill my orders, pay for ads, and keep my business alive.

This has left me extremely sad and worried. I never imagined facing this right at the beginning of my journey. My friend told me this forum is full of kind and efficient Shopify collaborators, so this feels like my last and only hope.

Please, if anyone can help or guide me, I would be endlessly grateful. :folded_hands:

1 Like
2

I’m having the same issue and haven’t been able to solve it no matter what I try. Clearly, hundreds of people are facing the same problem.

I just shared a post about this on X — please engage with it so Shopify actually pays attention.
This won’t get fixed unless we boost it together.
https: //x. com/OnlyEcom

3

Were you able to solve it? We are running into the same stuff on 2 shopify stores the monkeys from live chat escalating stuff but no further action is getting taken

4

Unfortunately not. The only way is to create a new one, I mean, absolutely new, as much as possible.

By the way, text me on WhatsApp +5537991702606 for further conversation, we should help each other.

5

Hello there @midasmkt so sorry to hear about this situation, what is the current situation update on the matter now? Has it been resolved yet?
If you still have issues getting in touch with Shopify support, I suggest that you reach out to them on Twitter @Shopifysupport is the handle , they tend to reply quickly and in details on there. I wish you the best of luck!

6

I know how terrifying that feels, particularly immediately after your first sales. Sometimes the verification gets hung up on because of a browser or cache issue. Go to your Payments settings using an incognito window or a mobile browser. If that does not work, submit your documents with a linked device via the Shopify app for mobile, it frequently gets around browser upload errors.