Shopify Support

Shopify Discussion
1

I am having a heck of a time sorting out an issue with my Shopify payments account.

I am launching another store under the same log in with the same banking info and business info as our original store. Which has years of history and great experience with Shopify. However, when uploading verification documents to set up the new store, the page kept prompting me to re-verify without explanation. So I submitted the documents again and subsequently have been locked out of submitting details.

I’ve been waiting for nearly 3 days on an email from the “backend” to even confirm this issue is being looked into. Each Support Advisor has assured me that and email will come shortly but it simply hasn’t happened. One Advisor was able to give me the case number but thats the extent of the details I have. Despite directly asking, no one seems able to provide me with an email or phone number for someone who is involved in fixing this issue.

Does anyone have any insight into what is going on? Or preferably, a way to contact someone who can actually help me with this issue?

1 Like
2

I’m going through something kind of like that. My shopify is asking me to provide ID (as normal) although I’m only the payment manager so I reached out to the advisors and they all agreed that they will send me an email requesting the actual owners identification. It’s been quite a bit and reaching out to support always get me the same answer “I can’t tell you when they will reply but they are working really hard and will get to you shortly”. One of them even told me he’s praying it’ll take under a week… Really hoping that email just hits my inbox soon

3

I am 9 days in and haven’t received any information back. This is ridiculous. Chats with “service advisors” are completely useless. I need a phone number for a real person ASAP or I’m going to move off Shopify entirely.

4

I am facing the same issue, waited for 3 weeks now