Original poster reports an urgent Shopify Payments issue that has been escalated but has received no response for 10 days despite multiple follow-ups. The problem is blocking their business during a peak sales period, and they ask if this delay is typical or if others have experienced it.
A community member responds that Shopify support usually replies within a few hours and suggests submitting the issue again to prompt a response. No specific troubleshooting steps or official guidance are provided.
Outcome: No resolution or official Shopify update in the thread. The main open question remains the expected response time for escalated Shopify Payments cases, especially during critical sales periods.
Hello,
10 days ago I reported an urgent issue with Shopify Payments, the ticket (#52984701) was escalated and I haven’t had a response since, despite several follow-ups.
This issue is currently blocking my business during the biggest sales period of the year and there doesn’t seem to be a way to get a response from the Shopify support team.
Has anyone experienced this as well? Is this the typical support Shopify provides?
Best
Hi @Vtt_10 ,
Shopify support usually doesn’t take much time to respond, typically just a few hours. You should report your issue again, and hopefully, you’ll get a response soon.
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