Hello I’ve been trying to contact support and find a solution to this for a couple hours now. I can’t seem to submit additional details even though I’ve tried multiple times with my passport and utility bill and it just says my account is on hold.
Well the problem is that my Shopify account & payments are on hold and It says “To continue accepting payments, you need to submit some additional details about your business.”
Problem is its not verifying my additional items either and account is on hold
Yeah can you help please?
Well how do I fix it???
Hi @NOELTIGERS
Were you able to get connected with our support team about this? I can see from the screenshot you shared that there is a request for more information as well as a prompt to contact our live support.
If you haven’t yet, you will want to reach out to our live support team to have this escalated to the agent handling the review of your store. Please note, that our live support will not be able to directly resolve this for you. It is handled by a separate team that can only communicate via email due to the sensitive nature of these situations and the data required. You should be able to follow the prompt from within your store admin, sign into your merchant account, select your topic or issue and then view all the available support options. You can also reply back to your most recent billing email about this as well.
In the interim you will want to enable an alternative payment option or consider placing your password page up so that customers don’t try to checkout and receive an error.