Shopify Payment Verification - Not getting a response

Payments + Shipping & Fulfilment

Topic summary

Ongoing delay verifying Shopify Payments is blocking payouts.

  • Timeline: For 2 months, the merchant was told they could launch and accept orders while verification was pending; a payout from that period is still on hold because the account remains unverified.
  • Communication loop: the Verification Team emails requesting more information; the merchant says they replied, but receives repeated emails stating no response, creating a cycle.
  • Support interactions: multiple tickets and chats have been opened; Support reiterates that the Verification Team is working on it, but there has been no concrete progress or acknowledgement of submitted replies/documents.
  • Impact: funds are being held until verification completes; the merchant urgently needs verification to access the payout.
  • Constraints: the only available contact channel is Support Chat; the merchant seeks suggestions on how to escalate or resolve the verification issue.
  • Status: unresolved and ongoing; key questions remain on why replies are not reaching the Verification Team and how to complete verification.
Summarized with AI on December 13. AI used: gpt-5.
1

Hello

I have been trying for 2 months now to verify my Shopify Payments.

I was told that while waiting, it would be okay to launch my store and begin taking orders.

Now, I am waiting for a payout from 2 months ago and am still not verified.

I have asked Support for assistance, and they keep telling me the same thing, - that the verification team are working on this.

I have received emails from the Verification Team, asking for more information, which I have replied to. Yet, every few days or so, I get the same email stating I never responded to their email. It’s a cycle and I am getting nowhere. I don’t know why they are not getting my replies.

I have submitted multiple tickets, as each time I log a chat, and try to contact them through the support inbox, no one gets back to me. I have even sent copies of my replies to the Support Inbox to pass on to the verification team, but all I get is the same email each time asking for the same information. It is extremely frustrating and has gone on for too long.

I really need this verified so I can receive my payout. Shopify are holding onto the money.

There is no other point of contact I can make other than Support Chat. Any suggestions?