Shopify holding $1,178 due to a verification glitch. Already verified, but the button is broken and support keeps recycling the same script. Anyone fixed this before?

Payments + Shipping & Fulfilment
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Hey everyone, I need some serious help. I have $1,178.84 stuck in my Shopify payout balance, and I am caught in an endless glitch loop.

The Background & The Glitch:

  • Feb 24: Opened my store, connected my LLC, and immediately got a red banner saying payouts are paused until I verify my identity.

  • Feb 26: Successfully verified my ID and selfie on my phone using Incognito. I even got the official confirmation email stating: “Your identity was verified.”

  • The Bug: The red banner never went away. Now, when I click “Verify Identity” to release my funds, the button turns into a loading circle for a split second and dies. I can click it infinitely and nothing happens. I’ve already tried clearing cache, Incognito, and using my phone.

The Support Runaround (The Timeline):

  • Feb 27: Contacted support about the banner. They told me it’s just a glitch, confirmed my ID is verified on their end, and escalated it. They said expect a fix in 2 to 3 business days.

  • March 6: Followed up because the banner was still there. Got the same escalation line with no timeframe.

  • March 10: Was sorting out a separate issue, brought up the payout glitch again, and the agent said she would ping someone she knew directly in that department.

  • March 16: Emailed again. They told me they have no timeframe due to a “unique review process” and explicitly told me to stop creating new tickets because it slows down the system. So, I backed off.

  • May 28: Store had been running and making sales. I decided I want to close this store to pivot to a new niche, but went to my payouts tab and saw the funds are completely locked.

  • May 31 (Today): Contacted support again, completely frustrated, and got the exact same script about escalating it to the upper team. It feels like a massive game to tell me what I want to hear.

My Dilemma: I want to pivot to a new store, but I am forced to keep paying this monthly subscription just to keep my support chat open so my money doesn’t get permanently trapped. A buddy of mine had a similar issue with $25k on hold and was practically forced to upgrade to the $2,000 Shopify Plus tier just to get a direct line to someone who could actually fix it.

I don’t want to keep running traffic and ads to a store where my payouts are held hostage, but I can’t get any real answers.

I’ll drop screenshots of the homepage banner, payments tab, and payouts tab in the comments. Has anyone dealt with this specific verified-but-glitched status? How did you actually get them to release your money?

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Hey @8b6code

Quick truth first so you stop losing days: this forum can’t release held funds, the Payments and Risk team doesn’t action anything from here. And that dead “Verify Identity” button is a known glitch on their side, not a cache or browser thing, so stop burning time on it. A human there has to manually clear the flag.

What’s actually worked for people: keep one ticket alive and reply inside it, don’t open new ones (new ones really do reset your queue spot). Reply straight into the original verification email too, even a noreply address. Then email the trust team directly with your exact timeline, and DM someone from Shopify Payments or Risk on LinkedIn with the same short summary. The LinkedIn route is what’s broken the loop for a few people stuck like you.

Last thing, don’t keep paying full price out of fear or let anyone push you onto Plus to reach a human. Closing or pausing won’t erase money owed to you, and Pause and Build drops you to about $9 a month during the review. Keep every email and screenshot, that paper trail is your leverage. Hope it gets sorted out for you.

Best,
Moeed

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Hey @8b6code,

I hope you are doing well. Being stuck the payment in the Shopify is common. And it’s become very common for many of the shopify stores. And this happens when you violate the policies of Shopify.

Normally it’s disable for 4 months. But when it’s take more than 4 months than it means that you’re missing something or you have not share the requested details to Shopify.

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States it is a verification issue, not a policy violation issue, i haven’t done anything from my knowledge to go against the Shopify policy.

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How do i find those individuals from linkedIn to contact? I’ve never really used that app, can i simply message them? And I’m highly aware no one here will have access to being able to fix my issue, I’m simply checking for anyone whose had a similar experience and how long it took to resolve, and ultimately what they had to do. I’m not looking for someone here to fix it, if that were to come from it i would be highly suprised.

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Man, the broken button glitch is the absolute worst. Standard support frontline has zero tech access, so they just read scripts.