Shopify Payments and no support

Payments + Shipping & Fulfilment

Topic summary

A Shopify Partner is experiencing a critical issue preventing their client’s store launch. The Problem: Shopify Payments disappeared entirely as a payment option, making it impossible for the client to apply or activate it. Timeline & Support Failure: - Original launch target: before Christmas - Support ticket filed with promised resolution by December 30th - Current status: mid-January with no response or acknowledgment from Shopify support Impact: The store remains unlaunched and cannot go live without payment processing capability. The partner and client are significantly behind schedule and receiving zero communication about whether the issue is being investigated. Key Frustration: The partner questions how Shopify can roll out platform updates without adequate support infrastructure to resolve critical payment processing issues. The discussion remains unresolved with the partner seeking any form of acknowledgment or update from Shopify’s team.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

I’m a Shopify partner.

My client was ready to launch her store before Christmas but somehow Shopify Payments was completely gone as a payment option and she was unable to apply. I put in a ticket with Shopify and was promised (by shopify support) a resolve by December 30th which was a our revised launch date. It is now mid-January and I can’t get shopify to even acknowledge me on the ticket to provide an update. We are well past our launch period and now completely stressed and behind schedule.
How can you do all your winter '25 updates without the infrastructure to provide support for these updates??? Why am I being ignored?
This is beyond unprofessional and has left us with no communication, updates or even any understanding that this is even being looked at. What is happening Shopify?

2

USA

3

The store isn’t live as we are waiting for this issue to be resolved before we launch. Are you part of Shopify support team?