Our store could not verify our ID after multiple attempts so we attempted to contact shopify and they said they would have to manually verify our Id. We never heard back from them and we still have a balance that is owed to us and we cannot retrieve it. Shopify said they would get back to us but it has been 30 days or do and after multiple escalations..nothing as of yet. We are afraid to pay our recent bill because we cannotbwvrn use our store because of the failed ID verification check. We shouldn’t have to pay for a store that we can’t use and time has been running for 30 days from when we tried get in touch with you. Please help is with our payout balance and manual ID check. If you can waive this month’s bill that would be great. If you can email us that would help as well. [Redacted] is our email and store email. Please get to the right group.
Hey @Manz1!
Im sorry to hear about this.
Have you already checked your email including spam? Shopify almost always sends follow-up requests by email (ID docs, business info, proof of inventory, supplier invoices, etc.). If you miss this, the review can’t move forward.
You can also contact Shopify support via live chat (not email). Live chat is usually the fastest way to get it escalated on their end.
Hope this helps you out!
We tried everything to get in contact with shopify and still we can’t get them to contact us even with our ticket escalation. Our balance is still owed to us and we cannot access it because we cannot verify our id. Nothing worked for the ID we tried e ery browser we had. Is there anyway they can email us some how? We have been waiting for over 2 months and all we need is our payout and a lanual verification of our ID..or just our payout would do. We listed the ticket number in the first message. We feel like we have done everything possible to try to solve this.