Shopify payments verification glitch

Shopify Discussion
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Topic summary

A merchant is experiencing a persistent verification glitch with Shopify Payments across approximately 10 stores. Despite selecting the non-SSN verification option (uploading ID and relevant information for a USA company with an Egyptian owner), the system repeatedly returns an error claiming the SSN field was left empty.

Key Issues:

  • Verification attempts result in account blocks, requiring repeated support contact
  • Over 10 support tickets filed in recent days with no resolution
  • “Relevant department” promises 24-hour timelines but never follows through
  • Stripe is unavailable as an alternative payment option

Background:
The problem began after the merchant deactivated and reactivated Shopify Payments following a payout issue. Support had mentioned a “glitch” causing payments to appear active on the merchant’s end while actually being inactive.

Current Status:
The discussion remains unresolved. A Shopify moderator acknowledged the issue but confirmed the community forum cannot access account-specific details, directing the merchant to await email follow-up. A second user reports similar verification delays, waiting over 14 days for manual document review through Stripe integration.

Ticket reference: 48939909

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

For around a week now the shopify payment verification is not working on any of my stores, I own a USA Company that I submit its information within my account, I’m Egyptian, My relevant information are also submitted, I don’t have a SSN.

When I verify my shopify payments method it asks either for:

  • SSN
  • Or, Submitting my relevant information and uploading ID.

I choose the second option and upload everything, Multiple times it comes back when an error that I left SSN Empty, I DON’T UNDERSTAND?, I chose the 2nd option yet it comes with the same error till I eventually get blocked and just have to contact support, Which is absolutely useless, I have over 10 tickets in the past few days, Nothing is happening. The timeline on solving issue by relevant department was 24 hours EVERYDAY, But it just never gets fixed.

I keep contacting support for apparently nothing, Relevant department never reached me back at anytime, I can’t setup shopify payments at all, This is affecting around 10 of my new stores on several accounts!

Funny thing is I don’t have an option to use STRIPE, Apparently for no reason as well! I have put and set my USA Company information yet Shopify support reps told me they will have to request it for me before I can have it just as anyone else.

This all started when I have setup my shopify payment successfully weeks ago, And I had an order on one of my stores and I never received money to my bank (Payout), So upon reaching out to support a week ago inquiring about my payout, They said Shopify payment is NOT ACTIVE, Even though it was ACTIVE from my end, The support rep mentioned something about a glitch, So after I deactivated and reactivated shopify payments on my stores this started happening!!

SO no shopify payments, No stripe, And I have no clue what is going around. Someone PLEASE ESCALATE THIS
“Here’s a ticket number for reference 48939909”

2

Hey @dmjason1 .

Thanks for reaching out and bringing this to our attention.

I can certainly understand that this is not an ideal situation! If you have contacted our live support and have been informed that relevant team will be reaching out to you. I can assure you that you will receive a follow up response regarding the case. With that being said, we do not have any internal access to any account or store-specific information from the Community forums.

I encourage you to keep an eye on your inbox for a response about this from the corresponding team. They are in the best position to provide you with further insight and support.

Let us know if you have any questions.

3

I have verified my id but the button is still there and now just refreshes the page. Furthermore contacting support they say that manual verification is required. It’s been more than 2 weeks/14 days + since I’ve uploaded my documents via stripe on the Shopify payments tab