How do I contact corporate about the support?

Shopify Discussion
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Topic summary

A merchant reports severe frustration with Shopify’s support system after discovering missing payouts dating back several months, potentially extending over their 5-7 year tenure with the platform. The merchant describes repeatedly escalating tickets through multiple agents to reach the billing department, only to encounter unresponsive representatives and language barriers.

Recent Developments:

  • After the 7th ticket, missing payouts were finally resolved and paid
  • Immediately after, the account was placed under review by “Trust & Safety” with payouts frozen
  • The merchant was asked to provide documentation proving authorization to sell branded products by February 4th, 2025, or face automatic removal of 42 products
  • The merchant claims these documents were already submitted 5 times previously (during Shopify Payments approval and capital loan reviews)

Key Concerns:

  • Suspicious email address (“supportability@shopify.com”) differs from previous legitimate reviews
  • Representative refuses to identify themselves or their department
  • Merchant believes Shopify cannot legally hold funds without clear explanation and 24-hour resolution
  • Merchant is now considering platform migration and has contacted/plans to contact: legal@shopify.com, FTC, and BBB

Community Response:
Another merchant reports a similar issue with missing five-figure payments. One user provided corporate contact information (+1-613-241-2828, Ottawa mailing address). The discussion remains unresolved with the merchant actively seeking legal recourse and alternative platforms.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I need to figure out how to contact corporate and fast about the level of support I’ve received from Shopify billing and the Shopify support team! It’s disgusting how many agents I have to go through to first, find someone who speaks and can read English and then I have to sit there for hours & sometimes days, trying to get these support ppl to understand that they can not help me and the support I need is above their pay grade, just to get them to escalate the ticket to the proper department which in this case is “billing/payments” department. I’ve been missing payouts as far back as a few months and I can prove it with the actual paper train of evidence I’ve collected over time.
once I get to “billing” I ended up with a person who swears he knows everything and refuses to listen, this person only solves all billing issues by reading from the computer only and once I proved my proof and evidence I sent over for review, contradicted what’s on his computer he looked so ignorant and bad he disappeared! Once he seen all the detailed evidence and how I “dumbed it down” for him to understand it, he refused to respond back to the point where days went by and I’m still sitting there with no payouts so I had to again, open another ticket!!!instead of going through all the details, let’s just say I had to go back through everything all over again to get my ticket escalated to billing again! I’m so frustrated and upset, I sent that due a message and told him that I will not go away and this issue will not fix itself, I will contact corporate or someone by leaking everything online so social media can have a field day to the point it gets the proper attention & eyes on my case and he gets fired or at-least it gets an investigation going into the level of support merchants receive! I’m not just going to go away, I need my money! I don’t work for free!!! I haven’t been properly paid in over a month. And I’m finding payouts as far back as last year that have not been paid out and I’ve been with Shopify 5 years, can you imagine how long it will take to go back through all those sales to find if I’ve been paid out properly!!! Omg!!!I have to hire a legal team now to handle all this mess in case my taxes are off also for the last 5 years! I loved everything about Shopify till I noticed this issue and that’s when I got to experience the horrendous support and billing team!

I don’t work for free I need mines- all of it!!!

It’s unbelievable all this money Shopify has and they can’t get decent people to handle their support!

I do not know what to do, this should have been handled and fix 7 tickets ago!

I need corporate to respond! Oh & FYI: I did ask for management 17 times and was flat out told “They do not have supervisors and managers” obviously! For the first time, this person in billing made perfect sense when responding, given the type of support I’ve been getting!!!

2 Likes
2

I understand your frustration and urgency. Unresolved billing issues, especially when it affects payouts, can be very stressful. Here is a step-by-step approach to escalate your concerns to Shopify Corporate effectively:

Here are the steps you can follow to get support.

1. Contact Shopify Corporate Directly

The first way to contact Shopify Directly by there phone number +1-613-241-2828.
Mailing Adress:

Shopify Inc.
151 O’Connor Street
Ground Floor
Ottawa, Ontario, Canada K2P 2L8

2. Email Shopify’s Executive Team

Use this mail for seeking help. support@shopify.com

If you need help from me to solve this issue then please reach me out.

Thanks

3

update I finally got the missing payouts for the 7th time resolved and paid. However, out of the blue I’m being told via email that my account is under review and my payouts are now on hold- I am so sick of these people that I’m seriously about to move my businesses elsewhere after 7 years!

I asked what the review was about, what department this person represents and what their name is since they never professionally sign off with any of this information as they are supposed too.’ This person refuses to respond or give me their info. I do not trust that!

The response I got back was as followed; This is “trust & safety” we see your selling branded products and need documentation showing your allowed to sell these items. You have till the 4th of Feb to submit documents proving you are allow to sell these items or the 42 selected products will automatically be removed for you by Feb 4th 2025. I was now mad as ever because I’m so tired of wasting pointless time and months on dumb stuff like this for no reason …
I wrote back and explained I had already sent over these documents 5 times, once when I was approved for Shopify payments and the other 4 times when my business was under review for the capital loans I received. I even signed a paper after submitting the proof that eliminates any type of legal responsibility from Shopify should anything occur in the future - all of this info is on file already. Furthermore, I explained I am not going to waste hours pulling paperwork from storage for a pointless review they have no reason to conduct on my account which I believe is just another form of harassment. Due to the constant unprofessional antics, Ive decided to start looking for another website to switch too! I can’t take the unprofessional support, the non-English speaking and writing agents in “billing” and never getting a supervisor the 18 times I’ve asked with each ticket because the agents I end up with don’t understand their own job duties or just can’t understand stand simple English.
Let’s be real, if your a business who relies on this money to live, pay bills and feed their family with, who the hll wants to always worry about missing payouts all the time and having to spend weeks and months continuously researching payouts catching them not paying you the correct amount of money for your sales? We are talking about 7 different times I’ve found about missing payouts for sales that go back only 3 months, now, just imagine if I checked as far back as the 7 years for missing payouts? Lord only knows how much money they really owe me! I’m so far behind in my business with the last missing payout issue and now I have to deal with this! I shouldn’t have to teach Shopify billing agents how to read bank transactions to get my missing money back, things these employees should already know and be trained to do!!!

The point is, I know for a fact, there is no real cause for this review and it was due to the last ticket and missing payout issue I had - It’s pure harassment! So I figured it’s worth it to me to just have them remove the 42 products instead of wasting hours or

weeks locating paperwork again because this employee refuses to look at what’s already on file with Shopify or just doing this out of spite!
*Moving forward:
Today is February 7th 2025 I just received a email stating they are claim placing a hold my payouts till they complete their review!
I wrote back and stated “you said in the last email that I had till Feb 4th to send you the documents you wanted or you will automatically remove the 42 products yourself, so remove them then! Thats what they did so review is over! Now it Feb 7th and they claim they are placing a hold on my payouts till they complete the review, what review? The review is over. The products are removed! Placing a hold on my payouts is not the original agreement or what was stated in the first email and now your not explaining why your placing a hold on my payouts after the products have been removed! This is the unprofessional b.s I’m talking about!

I again asked who this person is? What department this person represents? What’s the reason for them reviewing my account? And as usual I do not get a response and I believe it’s because they are not who they say they are! I emailed this person and stated, I do not feel comfortable sending my sensitive info over to a person I don’t know or trust who can’t tell me who they are. When I look at their email it states “ “supportability@shopify.com” which is not the same people who contacted me the 5 other times I was under a real review, who I sent my papers too!
Who is this? Does anyone know?

anyway, I also found they can’t legally hold my funds, they are not a bank and by law if they are a bank and

hold funds against a merchant, they have to clearly state why there’s a hold on payouts and resolve the matter in 24hours. This person is clearly in violation, is wasting time and is doing everything backwards, which is concerning. I’m contacting legal@shopify in the morning and I’ve already sent a letter for investigation to conducted by corporate with copies of all chats & emails including this persons. I will be contacting the FTC tonight and the BBB in the morning to ensure my money is paid out immediately.

in the mean time I’m looking to see how I can switch everything to a new platform (any suggestions) I want Shopify to know why many people are leaving their platforms for others, it’s only a matter of time before everyone gets tired of their b.s

1 Like
4

Why would anyone email support to get their support complaint in front of the executives? What are the odds that ANY support person is going to forward the request? :rofl: :rofl: :rofl:

5

Support@Shopify.com no longer accepts messages so we cannot get help that way now.

6

Me too! I’m missing 5 figures and they keep saying they’re working on it but I’ve been waiting for days and have no solution. The money was taken from my bank account! This is serious. FIVE FIGURES of my money- gone! Shopify is a billion dollar company so I don’t understand why they don’t have better support.