Payments on hold - no one getting back to us

Shopify Discussion
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Topic summary

  • Merchant reports month-long lack of response on account verification after opening a ticket; from day one, verification has been problematic.
  • Payments have been on hold for 3 days. Although an advisor said the case is prioritized, no verification emails have been received.
  • The merchant expresses disappointment and asks how long company verification typically takes.
  • A community member replies that verification times vary and such extended delays are unusual, offering off-platform assistance via WhatsApp for general Shopify help.
  • No concrete timeline, official guidance, or resolution steps from Shopify are provided in the thread.
  • Status: unresolved. Key question about expected verification duration remains unanswered; payments remain on hold pending verification.
Summarized with AI on December 15. AI used: gpt-5.
1

We set up a shopify account as we were told we would get more support and it would be a better ecommerce platform and from DAY 1 we have struggled with the verification and we raised a ticket and absolutely no one has gotten back to us in a whole month. Now our payments are on hold for the past 3 days and our shopify advisor says that we are top of the pile for verification team but have not had one single email from them.

It has been a really disappointing start and I currently wouldn’t advise anyone to use shopfify if they can.

How long does it take to verify a company?

2

I’m sorry to hear about the frustrating experience with Shopify’s support and verification delays. For expert assistance on Shopify issues, store design, or marketing, feel free to reach out directly on WhatsApp at +923256750748, and I’d be glad to help get your store running smoothly. Verification times can vary, but ongoing delays like this are unusual.