hello its been 2 months now , and whanever i contacted the support they keep saying the same thing we will contact our expert departement … i dont know why you are hiring those if they cannot continue or done the work … 2 months funds are blocked with no reason , when i try to continue the verification it bloks me for the reason of id verification couldn’t be done
Hey @ayk
Thanks for sharing this here. I’m sorry to hear you’ve been dealing with this for two months – that is an unacceptably long time to have your funds blocked and business operations impacted.
You are right to be frustrated. The standard support loop of “we will contact our expert department” is not a solution when it repeats for this long. This situation requires immediate and serious escalation.
Here is a direct action plan to break through the support gridlock:
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Demand a Supervisor, Not an Agent: The next time you contact support via live chat or phone, do not end the conversation until they confirm your case has been escalated to a Payments Specialist or a supervisor. Use this exact phrase: “Per your Terms of Service, I have a right to understand the status of my funds. I do not consent to this case being closed until it is resolved by someone with the authority to fix the ID verification system error.”
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Contact Shopify on Social Media (This Often Works Faster):
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Send a Direct Message (DM) to the official @Shopify account on Twitter (X).
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Briefly explain your situation: “Funds blocked for 2 months, ID verification fails, support is stuck in a loop.” Provide your store URL and ticket numbers.
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Social media teams have dedicated support channels and can often force an escalation that regular chat cannot.
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Formal Email Escalation: If you have an account manager or a priority support email, send a formal summary. Include:
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A timeline of events.
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All previous case/request numbers.
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Screenshots of the ID verification error.
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A clear request for an alternative verification method, as the automated system is clearly broken for your store.
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Waiting to hear back from you. Please update this thread if any of these steps get you a different response. The community can often suggest further steps if the standard channels fail.
If this was helpful, don’t forget to like it and mark it as a solution.
Thanks.
they escalte the case but , its keeps beeing archived in the couple upcoming hours with no reply …
Man I have exactly the same problem. Did you find any solution?
Support just keep saying the same thing over and over again
I have been experiencing this issue since October 6, 2025. Were you able to solve this problem?