I haven't been able to access my funds from Shopify Payments for 10 months due to an issue with Shopify Payments' identity and facial verification

Shopify Discussion
1

Hello,

I have been unable to access my funds for 10 months due to an identity and facial verification issue with Shopify Payments through Stripe. I have contacted the support team multiple times regarding this issue, but it still hasn’t been resolved. I have approximately $500 remaining in my account.

My company is based in the United States, but I am not a U.S. citizen

Because of this issue, I am also unable to use Shopify Payments.

I emailed 21 different Shopify email addresses, but I haven’t received any response.

I have filed complaints with the CFPB, FTC, and consumer courts. but there is no answer

I tried the verification again using a new photo ID, but it still didn’t work.

My company information was checked one by one, and everything was complete and correct.

The most recent dates I contacted support were:

  • October 6, 2025
  • October 8, 2025
  • November 3, 2025
  • February 3, 2026
  • February 14, 2026
  • February 20, 2026
  • February 24, 2026
  • May 25 , 2026
  • May 31 , 2026
  • June 7 , 2026
  • June 17 , 2026
  • July 2 , 2026
  • July 12 , 2026
  • July 18 , 2026
  • July 22 , 2026
  • July 28 , 2026
  • July 31 , 2026
  • August 3 , 2026
  • August 6 , 2026
  • August 10 , 2026
  • August 13 , 2026
  • August 22 , 2026
  • August 26 , 2026
  • August 30 , 2026

total number of contacts: 24

I regularly contact the Shopify support team, but there hasn’t been any progress at all.

I have tried everything I can think of, and I don’t know what else to do. The only thing I haven’t tried yet is verifying my identity with a passport with a recently updated photo, which I will try soon.

I have seen other people who experienced the same issue, but the support team contacted them and resolved the problem for them.

If anyone knows how I can resolve this issue, I would really appreciate your help. I’ve been using Shopify for almost three years, and this is the first time I’ve encountered a problem like this.

2

Hi there @efe_guler
If the verification has failed multiple times, I would refrain from submitting any more tries with different documents as it might lead to further complications with review. Please ensure the legal business name, address, date of birth and document information match exactly in Shopify Payments and your official documentation. For the passport try, have a valid document with clear photos complete the verification in uniform lighting. Also, take a look at your Shopify Payments verification window for any specific request for documents, or a mismatch warning, those are clues as to what you need to fix.

3

I’d stop sending fresh tickets through the normal support queue and push for a Payments escalation in writing, because repeating the same case through front-line support might just be resetting the clock.

At this point I’d gather one clean packet, legal entity docs, the exact name on the account, the last 4 digits of the bank account, the failed ID type, and a short timeline of every contact attempt, then ask support to route it to the Shopify Payments team and confirm the case number in the thread.

If you can, try the updated passport photo once, but I wouldn’t rely on that alone, since the issue may be on the account review side rather than the document itself.

If that still goes nowhere, the next step is to ask for the formal complaints or appeals path tied to Shopify Payments in your region, not another general support reply.

4

Hello, I read what you wrote. Everything you mentioned has already been checked in detail, and there are no warnings regarding any documents either.

5

Hello, in most of my recent conversations, this case has been escalated to the higher-level team several times with a clean file.

The date when the funds were held

The reason why it happened

The case numbers

And a few other things as well.

I don’t understand if what you’re saying is something different.

I will soon receive my passport with a newly updated photo, and I will try the verification with it.

I looked into the regional complaint form, but I couldn’t find such a form.

If there is such a form, please tell me its name.

6

Contacting support every few days for half a year and spamming over 20 random shopify emails. No wonder why the system is so clogged lol… You know it’s been speculated that they put you at the bottom of the queue every time you have a new ticket.. either way, your efforts apparently aren’t working.

I would personally hold off on doing anything for at least a few weeks, maybe even a couple months. Shopify has had problems with the ID verification. So I would wait my turn, forget about it for a while. And if nothing works out in a few months, go find a different platform. No sense in all the stress if it’s unfruitful. But that’s just me :man_shrugging:

7

Hello, I have already stopped using Shopify Payments for now and I am continuing with another payment method.

Also, when I contacted support, I did not receive a new ticket number. I am using the same ticket number to contact the support team and ask whether there has been any progress. A new support request is not being opened.

Additionally, I have already waited for a very long time without anything being done.

Thank you for your suggestions.

8

Additional information

Lastly, I was going to try verifying my identity with a passport with a newly updated photo. I tried using my new passport with the updated photo, but unfortunately, the result was unsuccessful.

9

Stop sending repeated emails and ask Shopify Support to formally escalate the case to the Shopify Payments/verification team. Provide your ticket history and specifically ask what verification requirement is failing and what is needed to release the remaining funds. Keep everything documented in case you need to pursue a formal dispute.