My identity verification has been stuck in review for nearly 30 days with the banner “Payouts are paused Verify your identity to resume payouts and keep your account secure.” at the top of my account screen. I’ve had multiple chats with advisors who’ve confirmed that I have submitted the documents and the review has been escalated, and yet I’ve received no communication from the review team on the matter. The advisors are unable to do anything else and I’m growing incredibly frustrated. Is there anything else I can do?
Hi @marie699wood can you help me understand why this needed to be flagged?
hello, @johnjones4
There are a few solutions you should try:
Shopify doesn’t send payouts directly. Usually, a provider like Stripe or a bank handles them. Please check your Payout Log to see which service provider is connected. Sometimes, contacting their support directly (such as Stripe Support) helps identify if the issue is delayed from the bank’s side.
You should also try creating a thread on the platform’s official community forum and share your ticket number there. Community moderators, who are often company employees, can sometimes escalate the case internally and help speed up the process.
Also, contact them on Twitter (X). If regular support isn’t helping, tag their official handle (for example, @ShopifySupport) and mention your Ticket ID. Public posts often help get faster responses.
I hope this will help you .
Thanks !!
I use Shopify Payments so shouldn’t that all be under the umbrella of Shopify?
You are absolutely right. Since you are using Shopify Payments, this is technically Shopify’s responsibility. Stripe only provides backend technical support.
Verification issues often happen when the address on your ID does not exactly match the legal address in Shopify. Please check your Store Details carefully and make sure all spellings are correct.
Also, try this:
Go to Settings > Payments > Manage in your Shopify admin. Look for a “View Documents” or “Stripe Express” link and open it. Sometimes, important issues appear there that are not visible on the main dashboard.
Mainly, check these three things carefully:
• Red Alerts or Error Messages
• Verification Tab
• Payout Schedule
These sections usually show the exact reason if payouts are on hold or if any documents are missing.
Also, do not upload any new documents unless they specifically ask for them, as this may push your verification request back in the queue.
Make sure you must contact with the Human Support not Ai support of Shopify.
Along with try to send email to Shopify. This alone will help to get faster response. Otherwise if you are on Shopify Plus then you have to call Shopify support.
These are the only ways to contact with the Shopify support. Sometimes, sending the message to shopify support via Social accounts like Facebook, instagram or tiktok helps to get the issue fixed soon.
Yep have tried all of that too except for upgrading to Plus. I’m really not interested in paying more right now given this issue isn’t getting resolved.
A few things that might help — ask support specifically to escalate to the Shopify Payments compliance team rather than general support, and make sure you get a ticket number every time so you can reference it. Also try reaching out via @ShopifySupport on X (Twitter) as public channels sometimes get faster internal attention than chat.
If that still goes nowhere, send a direct email to support@shopify.com with your store URL, all your ticket numbers, and a clear timeline of what has happened. Keep it short and factual.
Save every chat transcript you have confirming your documents were received — that paper trail matters if you need to escalate further.
Hope it gets resolved for you soon.