Payouts Verification

Shopify Discussion

Topic summary

A merchant is experiencing a prolonged payout verification issue (Support Ticket #53750003) that has prevented them from receiving payments since December 4, 2024.

Timeline of Events:

  • Original bank account stopped supporting debits, causing a December 4 payout to fail
  • Updated bank account information around December 12
  • Received confirmation that documentation was complete, with a promised payout retry on December 17
  • No payout attempt occurred on December 17; account remains “in review”

Current Problems:

  • No payouts visible in the portal since the initial failure
  • Five unsuccessful attempts to contact the verification team
  • Promised direct email contact from verification team never received
  • Broken verification form link—all page links redirect to file upload screen instead of the actual form

Status: Unresolved. The merchant is seeking direct contact from Shopify’s verification team to clarify what additional documentation is needed and resolve the payout blockage.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
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Reference Ticket Support Number: 53750003

  • Our original business checking account no longer supported debits due to factors outside of Shopify

  • Payout scheduled for 4 December Fails

  • No additional payouts populate in our payouts portal

  • Changed our payouts checking account approximately 12 December 2024

  • Received an email same day that all required documentation had been provided and payouts screen stated another payout attempt would occur 17 December 2024

  • No payout reattempt is visible as occurring on 17 December 2024

  • Account states that it is still in review

  • 5 x separate attempts to reach the verification team to understand what additional paperwork is needed have failed

  • Informed that they would reach out directly by email (no email)

  • I am looking for the verification team to reach out directly to assist solving this issue, as we have not received a payout since 4 December.

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  • Additionally, the link provided by the Shopify team that brings you to a secure place to fill out the form and then upload the form is broken. Instead all links on page bring you to a file upload screen and not a form to fill out.