I am sorry to hear that you’ve been having trouble connecting with our Support to resolve your Shopify Payments issue. Typically documents would be requested through your admin via a secure upload method. Though, it doesn’t sound like that is the case for you.
In that case, your issue would have needed to be escalated up to our Risk team for further review, which can take between 24-72 business hours. There may be a longer than expected delay depending on the number of reviews our teams are processing. Given that your ticket was escalated on a Friday, that would add additional delays as the team does not process reviews during the weekend, or regional holidays.
I suspect that if you haven’t heard back yet, then your ticket is still in the queue waiting to be reviewed. Our support should be able to confirm that your request was escalated; however, the request can not be expedited which may be why you’ve not received an update. Nevertheless, your ticket will be actioned in the order it came in and should be receiving an update soon.
Unless otherwise stated in your admin, you should be able to continue accepting orders. Any funds processed while your payouts are on hold will be paid out to you once the issue has been reviewed.