I have been going on customer support EVERY SINGLE DAY for the past week and no one has helped me or emailed me. All I need is a simple name change from “Simmi Sen” to “Ayesha Akhter” to finish my account verification, but shopify isn’t letting me do that.
Please help me ASAP, otherwise all my customers will get refunded even though I have sent them their garments. This is really unacceptable, and I can’t wait any longer.
Hi, @tintsstreetwear .
Thanks for reaching out about this. I’d like to preface my reply here to set the proper expectations that our Community Forums team do not have any access to accounts or support tickets from our end. Because of this, account-specific support such as your case would need to be taken to an internal team member to assist.
I absolutely recognize the urgency of your request however, and can understand that you’re eager to receive the proper support in order to update your Shopify Payments details. For context, due to security reasons, a Shopify Payments account information can’t be viewed or edited by merchants via the Shopify admin after a merchant has completed their initial account setup. Because of this, requests to change these details will need to be escalated to the most appropriate team. This will differ for each individual and their case, but our live support team will be able to escalate your ticket to the team that are best equipped to assist you.
Can you let me know if your ticket has been escalated to a specialized team? If so, all that’s left to do is to wait for our team to follow up via email. We aren’t able to guarantee a response time, as these vary for each team. It’s possible that the particular team handling your case is experiencing a larger amount of requests than usual, which has resulted in an extended wait time for our merchants. I know it can be frustrating to wait, but rest assured that you will receive a response as soon as our team has reviewed your request.
Thanks for your continued patience during this process.
This is my ticket number: 40483778
I understand, its just that I haven’t received an email from anyone and its been more than a week. At this point, another week may go by and I may lose all my payouts.
Can you please make sure this gets done soon? Its just very stressful that there is uncertainty I may not get my payouts for my sales I’ve earned.
Hi Tintsstreetwear,
I’m a Shopify partner and certified full-stack developer. I’ve built literally hundreds of eCommerce stores over the last 23 years.
Temporary Solution
I strongly recommend that you [temporarily sign up with Authorize.net] as a payment gateway. After having a payment gateway in place, you can choose an alternative payment processor. Within an hour, you can solve this problem.
Base on your statement, it sounds like you’ve been trying to resolve this issue for a week already. Right? This means the Shopify Payments is probably trying to verify your identity and clear up security related issues. No one knows for certain if this can be cleared up in a few hours or perhaps a few more days?
I work with a global payment processor that has a teaming agreement/partnership with Authorize.net. Most accounts that I refer to our payment processor get approved and activated within two or three hours. It’s a one day process and the cost to sign up for service is $0.00.
If you’d like assistance, I’ll gladly send you their email address and telephone contact information. Just let me know.
All the best,
Kevin James
Hi Kevin,
Thank you for your reply! This would be amazing as Shopify really is not helping me out with the verification for more than a week.
Please send me Authorize.net email and telephone contact so I can set this up.
Thanks,
Simmi
As previously mentioned, our Community Forums team aren’t able to access support tickets from our end, so I can’t check that ticket number for you.
I absolutely understand your concerns, and I’d like to reiterate once more that if your ticket has been escalated to a specialized team, then the team will reply to you as soon as they can. We can’t confirm a turnaround time for response, as these vary between teams and the amount of requests they have on their end. But rest assured that the team will address your concerns in due time.
I completely know how stressful and frustrating this situation is, though please know that only certain teams are able to make updates to a Shopify Payments account due to the sensitivity of the information involved. This is only to protect our merchants and their information — so please know that all of the processes involved in updating what may seem like a minuscule detail to an account is something that we take great care of in order to keep our merchants’ information and store safe.
Just a note as well, that while our live support team is able to support you with general enquiries specific to your account, they won’t be able to make any changes to a Shopify Payments account from their end. So you’ll need to wait for a specialized team member to assist with your case.
Hi Simmi,
Check your email message box here on Shopify. The day before yesterday I sent you the details on how to quickly get set up with Authorize.net. No application fee, no wasted time. You could have the issue resolved already.
Good luck,
Kevin
Did they ever resolve the issue? We have a new thrift store in Denver that is waiting to receive $4,000 in credit card payments. They have been waiting for two weeks. Is there any way to report this abuse Shopify is doing to companies on money they are holding?? I should have done my research better on Shopify. I would have never recommended them if I would have seen all the posts about Shopify payment issues.
Shopify has never resolved the issue yet. Still waiting for it to be resolved.
Letme Suggust You Something, You Can Go to https://help.shopify.com/en/support/support-type And Select The Payments Section as your problem
You will be connected to live chat to one of the members of thier support team and your problem could be resolved at the same Time. 
Same pattern here. 17 support contacts over 7 days. Over €5,000 frozen. Every agent says “escalated” or “wait for email.” Nothing happens. Emails never arrive.
Your post is from August 2023. I found posts from 2022, 2024, 2025 with the exact same issue. It is now January 2026 and I am experiencing it too. This is not a new problem. Shopify has known about it for 4+ years and has not fixed it.
Their own agents confirmed to me:
“Known sync error”
“Dual system failure”
“No maximum wait time” for resolution
Every escalation moves your ticket to the BACK of the queue
So the more you contact them, the longer you wait. And they have no deadline to fix it. They can hold your money forever.
When I asked for alternatives (upload link in chat, phone call, direct email), they said all were “not technically possible.” So when their only system fails, there is no backup. You are trapped.
This is not incompetence. This is a system designed to make merchants give up.
If you or anyone reading this is still affected, file complaints with:
Financial regulators in Ireland (where Shopify/Stripe are registered)
Financial regulators in your own country
Consumer protection agencies
Police (economic crime/fraud)
I have filed with Central Bank of Ireland, FSPO, CCPC, Irish Police, Swedish Economic Crime Authority, European Banking Authority, and more.
Do not give up quietly. That is what they want.