Issue: Shopify Payments verification failed unexpectedly a day after initial approval, leaving the store “broken” while ads are running. Support has only stated the case is “escalated,” with no email updates or explanation.
User actions: Checked spam; contacted support via chat. Outcome: Chat reiterated escalation; no further information provided.
Support response: A Shopify staff member explains that escalations to the Payments team can take a few business days as tickets are handled in order. They offer to verify the case is with the correct team and request the support ticket number; they also ask about the business/products.
Latest update: The user provides support ticket #37978029 for follow-up by staff.
Key terms: Shopify Payments verification—review of business/identity information required to enable payment processing; support ticket number—identifier for tracking a support case.
Status: Ongoing; awaiting Payments team response and staff check on the ticket. Unresolved: reason for the verification failure, timeline for restoring payments/site functionality. No images or attachments are central to the discussion.
Received an email that said “Your Shopify Payments information couldn’t be verified” out of the blue after I had received an approval email a day ago.
Customer service just says that they have “escalated it” and to check my email. I have zero emails and zero answers as to why. I have ads running and who knows how many people have went to a broken site .
What can I do to expedite this or get answers?
Hi @JustinRobins ,
Have you check your spam emails? Have you contacted Shopify support via chat? It is faster for me that way
Yes, nothing in spam. The chat just says that they have escalated it. No
other responses.
Hi, @JustinRobins .
Thank you for reaching out. I am sorry you are experiencing an issue with your Shopify Payments account being verified.
How long ago did you reach out to our Support Team? If they escalate this to our payments team, then it can take a few business days as our team responds to tickets in the order in which they receive them. I would be happy to check on the ticket to make sure it is with the right team. Do you have the support interaction ticket number?
Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell?
Talk soon,
Hi,
Thank you. The support tick is 37978029.