I accidentially uploaded an old passport, my payments are on hold and I’ve been told to contact support to get a new version verified. My Original ticket number is 31949303. - and I did this in July 2022. It is now a month later, I have contacted support 4 times and I have not had anybody that has been able to help me. I am a one-woman owned business and I need to get my payouts. This is my first time using shopify and I’m really disappointed and frustrated by the lack of communication available and the time it is taking for somebody in the back end to change a button to allow me to upload new documents.
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Hi there, @vbenjafield . Thanks so much for reaching out to the Community with your situation here.
First, I’m so sorry to hear about the large time delay you’ve experienced here. A month is certainly a long time to wait to hear back. Our turnaround times are usually much faster, so I’ll apologize now on behalf of the team.
I was able to use the ticket number you provided here to reach out to the Internal Team to do some following up. I’ve been assured that someone should be reaching out from the appropriate team shortly to discuss the situation. As we cannot verify users or account information here on the forums, I cannot comment on any additional information beyond that someone should be reaching out in relation to the ticket you mentioned very soon.
I hope this leads to things being cleared up for you soon, and so you can get your payouts delivered in a timely manner! In addition to chatting to you about this, I’d also love to hear about your store, and the business you’ve built! If you like, feel free to post a link to your shop here! I’d love to be able to provide you with some feedback on things so far, or chat about any things you’ve noticed about your business beyond this hold.
Hi Imogen,
Thanks for following up. When you say someone will be in touch shortly, what timeframes am I looking at because everyone has said someone will reach out asap/soon/shortly but it has still been a month and nobody can give me real timelines. I’m a one person business owner and I’m having to fullfill orders from my own pocket instead of getting the payments through.
My website is timeandtideaerial.com if you want to take a look.
Thank you
Victoria
Hey again, @vbenjafield !
I apologize for the ambiguity around timelines. Since I can’t see specific information/conversations just because we’re chatting through an unauthenticated channel, I can’t say exactly when someone will be reaching out. However, I do know that folks have been actively chatting about getting in touch, so I really don’t expect it to be too much longer, maybe a few days at most.If you find that things take longer than this, follow up with me again here and I’l go poke and prod the Shopi-bear a bit to follow up further. 
Thanks a bunch for providing your link! I took a few moments to check out your store! I wanted to outline some things I noticed for you below:
- I absolutely LOVE the colour scheme you’re using. It’s perfect for your product, and it’s very simple and streamlined and makes for a smooth shopping and viewing experience.
- I also love your small ‘About You’ blurb you have near the bottom of your page. I’m a huge fan of pages/information like this as it helps customers feel connected to your brand, and helps add legitimacy to your business. I wish my sisters had something like this for their own store.
- I did note that you don’t seem to have any Policy Pages set up yet. These are some pretty easy pages to build that can address some customer questions before they even arise, like questions around shipping, for example. I wanted to provide you with a resource here on how to get those made.
You also offer an incredibly niche product - I’ve been at Shopify for a few years now and I see loads of stores every day but yours is literally the first I’ve seen doing aerial photography and it’s gorgeous. Do you have any social media accounts that you use for posting your photos?
Do you find that you have a good stream of customers coming to your shop? I know that my sisters (who run a small art business in Canada) had some trouble driving traffic when they were just starting out. They started utilizing Instagram however, and their traffic started to really blow up!
Are you finding that you’re getting a good flow of traffic to your store?