No response from Shopify

Payments + Shipping & Fulfilment
,

Topic summary

A merchant is experiencing significant delays in receiving responses from Shopify’s Payments team regarding payment and payout issues affecting two stores. Despite being promised a response within 2-3 days and having tickets escalated, over 1.5 weeks have passed with no resolution.

Key concerns:

  • Thousands of dollars in product inventory ordered, but payments remain inaccessible
  • Mental stress and business operations are being impacted
  • No phone support option available for urgent payment matters

Shopify’s response:

  • Community moderators acknowledge higher-than-normal ticket volumes in the Payments team
  • Suggest responding to existing email threads to prompt updates
  • Cannot provide account-specific support through public forums

Current status:

  • Issue remains unresolved
  • Other users report similar experiences with 11+ day wait times
  • Thread participants are seeking alternative contact methods or confirmation of resolution
Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

I was promised by shopify team on email that i would get a response from them regarding my payments and payouts within 2-3 days.

However its now been more than 1.5 weeks and still no response.

Also I have another store having the exact same issues.

its been a week and still no response.

I contacted the help center and they have told me that they have put escilated ticket however I still dont get any response.

I feel this is deeply concerning when shopify is supposed to easy to use platform however there is not help to get and the communication is terrible.

I have never delt with this type of slow response and this type treetment from any other company.

I am deeply sad about this and i am super stressed as i have order bulk of product worth multiple thousands and still no response from shopify.

I am very stressed and sad about this.

If anyone knows a better way to contact them or getting these issues resolved please let me know.

1 Like
2

Thank you for connecting with our community, @itinvestsrl .

While we are unable to offer account-support through our Public Spaces, I can advise that our Payments team is experiencing a higher than normal ticket volume. I trust they will get back to you as soon as they can.

We thank you for your patience and understanding.

3

I feel that if i have invested months and thousands and thousands in to this and for me need to wait multiple weeks for shopify to reach out to me regarding MY money is a discrace.

I understand there is a high volume of tickets but weeks is very bad and very concerning.

Its deeply concerning that this happens because its affecting us as a business and me mentaly my stress and sleep have been really affected.

And I feel that shopify that is supposed to help its not doing its best in this regard.

Why cannot I reach and call someone about this? Could you please reach out the team to get this resolved as soon as possible?

4

Hey @itinvestsrl .

Thanks for the quick response and providing your feedback.

Shopify does not have a phone number to provide for support. If you require an update on the situation, I would suggest responding to the open email conversation with our support. This will notify the corresponding team that is handling the ticket to provide you with an update on the case.

Let us know if you have any questions.

5

Did you ever get help? I am having a similar issue and its been 11 days.

6

Did this get resolved?