Last week, we received a notification stating that we had 14 days to contact support or our Shopify payments and payouts would be blocked. After reaching out, we were escalated to the Payments team, which then escalated us to the Verification team.
On day 2, we received an automated message asking us to upload a document through our Shopify dashboard. When we tried to upload it, we kept getting the error: “An unknown error has occurred. Please try again.” We tried different browsers, devices, cleared cache, used incognito mode etc…nothing worked.
Since then, we’ve contacted support multiple times, but we keep getting unclear, incomplete answers and were told that someone will contact us soon. It has now been almost 6 days since we first reached out, and no one from the Verification or Technical team has followed up. The support chat has been completely unhelpful, and our store is now counting down with only 9 days left before losing our ability to operate—all because of a Shopify bug that prevents us from uploading the required document.