A merchant is experiencing a payout hold due to failed ID verification, despite attempting verification over 20 times. They have opened 12 support tickets and contacted multiple representatives, all of whom escalated the issue to Shopify’s merchant team without resolution.
Current Status:
Payouts remain paused while orders continue to ship
No response received from the verification team
Ticket ID: 9f00afdd-1968-4242-a80b-fb5cec07ad67
Recommended Actions:
Reply to the original verification email (even if from a no-reply address)
Maintain one active ticket to avoid queue resets
Check spam/junk folders for verification follow-ups
Keep support replies brief and factual to maintain priority
The issue requires manual review by Shopify’s Payments or Risk team for compliance reasons and cannot be resolved through live chat or community support. The discussion remains unresolved with no timeline provided for payout release.
Summarized with AI on October 24.
AI used: claude-sonnet-4-5-20250929.
My account shows a manner that days ny payouts are paused pending verification. I’ve tried over 20 times to verify. I’ve spoken to dizens of online reps just to be told that they will “escalate” the ticket to the shopify merchant team. I have opened 12 support tickets at this time. No one has responded to me. I’ve already tried replying to the original email that was first sent. Still no reply. My funds are being held while orders are going out . This is unacceptable
I completely understand how stressful this situation must feel especially when your payouts are on hold while orders keep going out. You’ve done the right things by verifying your account and following up through support channels.
When payouts are paused pending verification, it usually means Shopify’s Payments or Risk team needs to manually confirm specific business or identity details. Unfortunately, this process can’t be completed through live chat or community support only that internal team can finalize it for compliance reasons.
Here’s what I’d suggest:
Reply directly to the original verification email, even if it’s from a “no-reply” address — it still routes to the right queue.
Keep one active ticket open (referencing your Ticket ID: 9f00afdd-1968-4242-a80b-fb5cec07ad67) to avoid resets in the queue.
If you haven’t already, check your email spam/junk folder sometimes verification follow-ups land there.
I know it’s frustrating, but once the review team finishes their checks, payouts usually resume automatically.
In the meantime, it may help to keep all new support replies short and factual — that ensures your case stays prioritized in their system.