We’ve been with Shopify for over a decade, but this situation is unacceptable. Three weeks ago, a rep assured us Shopify POS would integrate with Authorize.net. It didn’t. We opened a new POS. Three days ago, we asked to cancel POS Pro tied to our store. Instead, all online payments froze. 48 hours—no orders. We spoke to three reps. It’s escalated, but no fix. They admitted it’s a known bug. This began with bad info, and our store went down. For a million-dollar business, this can’t stand. They told us to try another gateway. We did—PayPal and others failed. We still can’t process. This needs fixing now.
This was sent at the 24 hour mark
Hello. XXXXX,
Parker here from Shopify Support. I see both PayPal and Authorize.net are stuck in “pending activation” - frustrating when they were just working yesterday.
What’s happening:
I noticed you deactivating them the other day and were working on changing Business details as well. In this process you hit a known bug that’s affecting multiple merchants right now.
The technical issue:
An archived legal entity on your account is blocking the sync between Shopify and your payment gateways. Our dev team is actively working on this - I’ve added your case to their priority list.
Timeline:
I’ll update you as soon as we have a fix.
In the meantime: Since this is affecting old gateways with archived legal entities a new gateways you haven’t used before should not face the same issue. I will admit this has not been tested from what I have seen so far, but I do think it might be worth a try. Also manual payment methods could also be an option if you want to use them.
I know this timing is terrible. I’ll push for a quick resolution and be back in touch as soon as possible.
I completely understand your frustration this is a serious issue, especially for a store handling that level of volume. From my experience, payment disruptions like this are critical and need immediate escalation.
A few points based on best practices:
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Document everything – keep a timeline of calls, chat transcripts, and screenshots. This helps escalate effectively with Shopify support or your merchant account.
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Request direct escalation – ask to speak to the Shopify Payments engineering or critical incident team, not just regular support. Known bugs affecting POS + gateways should trigger priority handling.
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Temporary workaround – while waiting for a fix, consider enabling Shopify Payments if possible, or a secondary verified gateway that has been tested with your store type. This avoids total order freeze.
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Push for a timeline – if they admit it’s a known bug, request an ETA for resolution in writing. Accountability matters for high-volume stores.
At this scale, downtime is extremely costly. The combination of wrong information, bug, and frozen payments is unacceptable. Documenting, escalating to engineering, and having a temporary fallback is the only way to mitigate losses while Shopify resolves it.
Thank you for this, and yes—we completely understand the importance of documenting and escalating. The issue is, we’ve already done all of that.
We’ve been given a general timeline and were told the issue has been escalated, but we continue to receive delayed responses—often 24 hours later—and every new conversation starts from scratch. Reps are simply telling us the ticket is with the tech team, but we have no direct communication, no meaningful updates, and no working payment options.
At this point, nothing is functional—we’ve tried PayPal, Authorize.net, and Shopify Payments isn’t even available as an option anymore. We’re unable to process any transactions, which means we’re taking on serious losses in real time.
We’ve been a loyal Shopify client for over 10 years, with multiple high-volume sites, and this situation is becoming unacceptable. We are honestly hoping that someone at Shopify sees this and realizes they are on the verge of losing not just one, but several long-term businesses.
Please escalate this again and get us in contact with someone from technical leadership or the critical incident response team who can actually move the needle. We need resolution—not more silence.
Def appreciate someone responding… Customer service over the years has become increasingly sparse.