Shopify Payments Issue | Over 3 weeks no answer from support

Shopify Discussion

Topic summary

A Shopify partner reports being unable to launch a client’s store due to Shopify Payments unexpectedly disappearing as a payment option.

Timeline & Support Issues:

  • Support ticket submitted before Christmas
  • Promised resolution by December 30th (revised launch date)
  • Now mid-January with no response or updates from Shopify support

Current Status:

  • Store launch significantly delayed beyond holiday season
  • Complete lack of communication from Shopify on the ticket
  • No clarity on whether the issue is being investigated

Key Concern:
The partner questions how Shopify can roll out platform updates without adequate support infrastructure, expressing frustration over the unprofessional handling and prolonged silence that has left both partner and client in limbo.

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?