Shopify Payments

Store Feedback

Topic summary

A merchant’s Shopify Payments account is locked with an “Information Required” status. After multiple failed attempts to update business details, the system now blocks further submissions and requires contacting support.

Current situation:

  • Chat support cannot directly resolve the issue or send the required email
  • The case must be escalated to the specialized Shopify Payments team
  • This team only operates during business hours, creating potential multi-day delays

Explanation provided:

  • Chat agents have limited system access for security reasons
  • Only the Payments team can manually review accounts and reset submission limits
  • Response times may take several business days

Recommended action:
Wait for email from the Payments team. If no response within two business days, follow up with Shopify Support for a status update.

Summarized with AI on November 3. AI used: claude-sonnet-4-5-20250929.
1

My Shopify Payments account is currently stuck with an “Information Required” message, indicating that I need to update some business details to continue using the service. When I try to update the info, I receive an error saying, “You have reached the maximum number of attempts for submitting your details. You need to contact support to make any changes.” However, when I reach out to support, I’m directed to chat support, where they inform me that I’ll receive an email. Unfortunately, they don’t know when it will arrive, and the team only operates on business days, meaning I have to wait until Monday. I don’t fully understand what the issue is here.

All I need is the email so I can update the information. Do the chat support agents not have access to send the email, or are they just virtual assistants without that capability?

2

Hi @ArmanAlam

If you’ve reached the maximum attempts for updating business details on Shopify Payments, here’s what to know and do:

  1. Chat Support Limitation: Chat support agents are limited in their access and can’t directly send the required email for security reasons. They escalate the issue to the specialized Shopify Payments team.
  2. Email Resolution: Only the Shopify Payments team can manually review and reset your account. They operate during business hours and may take a few days to respond.
  3. Next Steps: Wait for the email from the Payments team. If the delay exceeds two business days, follow up with Shopify Support for an update.

If you have other questions, feel free to ask, and I will answer them as well.

Best regards,
Daisy