Hi everyone,
I’m posting here because we have been stuck with a Shopify Payments issue for more than 34 days and I had 15+ support chats/tickets already and we are not getting meaningful updates through support.
Timeline
- Shopify Payments was initially disabled due to missed identity verification.
- We submitted all requested documents and filed an appeal.
- Merchant Trust eventually approved and re-enabled the account.
- We received official emails stating:
- “Your Shopify Payments account has been enabled”
- “Sales resumed”
- “Your business details were verified”
- Shopify Support later confirmed:
- all fraud holds were removed,
- the account was restored,
- the issue was no longer related to verification.
Current problem
Despite receiving confirmation that Shopify Payments was restored:
- Customers cannot checkout.
- Shopify Payments page shows:
Receiving payouts
Customers can’t checkout
- Visa, Mastercard and Shop Pay show:
- “Unavailable at checkout”
- Dashboard shows:
- “Shopify Payments sales are paused. Please contact support for help resuming sales.”
Latest update from Shopify
The latest support advisor informed us that payment methods are showing:
“Provider Action Required”
and that the issue now appears to be on the payment provider/banking partner side rather than Merchant Trust.
Frustration
We have:
- contacted Shopify Support more than 10 times,
- received multiple escalations,
- received no timeline for resolution,
- been unable to process Shopify Payments for over 30 days,
- continued paying Shopify subscription fees during this period.
Questions
Has anyone experienced a situation where:
- Shopify Payments was successfully re-enabled,
- but checkout remained blocked with “Provider Action Required”?
- How long did it take to resolve?
- Was the issue ultimately with Shopify, Stripe, or a banking partner?
Any advice or similar experiences would be greatly appreciated.
