I have two stores facing the same issue in different ways. I received emails saying I needed to update some information to continue receiving Shopify Payments. All of the information was correct, but I went through and updated or refreshed anything I could including providing alternatives for phone numbers and such that are also valid.
The one website was accepted initially, then requested I do it again. I have successfully submitted several times with correct information to be told that I can’t submit again and must contact support (which I’ve done and am now waiting for it to be escalated).
The other website, I reentered the address information, which seems fine, but when entering an updated phone number as that is the current error, the save button doesn’t seem to do anything and the confirm button is constantly grayed out and can’t be click. I spoke to someone about this previously, they said it would be escalated, that was a week ago and the deadline to update is fast approaching.
If anyone has any experience with this, or a direct line to someone who can actually help resolve this would be appreciated.
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Hi @travelerspocket
You are in the right track by contacting the Shopify support team as they are the only one who can further assist you with account issues. You might want to follow up your case with them via live chat instead of ticket or email to avoid making it further on the queue.
Ya, I’ve reached out to them twice and tried to follow up. So far no results. This should be such an easy fix, here’s the info, here’s the proof, done.
Did you get this resolved? Asking as I’m running into a similar issue.
Nope, this is crazy. I have several sites on Shopify and all of them seem to be having the same issue. Apparently there were some updates for required information for Canadian owned stores. That’s fine, but when I submit the correct information with proof, either accept it, or allow me to talk with someone who can actually help.
Apparently the issue has been escalated, but I’ve still heard nothing back side from automated emails saying I need to update the information because it couldn’t be verified.
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I know this doesn’t help but I’m in the same boat. I’m attempting to launch my first store but don’t want to go live until this is addressed. I’m still waiting for an update as they said my issue was also escalated.
I can’t say too much regarding your situation. I will say I’ve been running my main store for 5 years now. Just hope it gets sorted and I have no interruption to operations.
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This is my first rodeo… So I kept thinking I must be doing something wrong when uploading the requested files. Reading this doesn’t make me happy for anyone running into this issue, but at least I know I’m not alone. I’m also hopeful that this gets resolved quickly and without negatively impacting operations.
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I am having the same issue. I have been back and forth with Shopify support since the fall of 2024. I have submitted my Articles of Incorporation, my Corporate Annual Return from the registry confirming the information they needed, I have also uploaded government issued documents like tax returns that also confirm the information requested. I have contacted support 6 times now and all they can say is that they are escalating it and I will receive an email from the team responsible for verifying my information. I have never received an email from the verification team despite numerous tickets being escalated. Currently, my Shopify Payments Information is locked and I can not upload verification documents, and on Feb 3rd my Shopify payments will be suspended and I will no longer receive payouts. I am a seasonal business and I do all my sales between Feb and April. I literally will not be capable of bringing in income from my store. I have been proactive in trying to address this in pervious months. With the Feb 3rd deadline looming, I do not know what to do. Can anyone help or provide guidance? Shopify support has been maddeningly useless and incompetent.
Answering because I figured it out after 4 months of the error. On the page where everything say ready in green, there isn’t another confirmation button on the bottom of the page, I think submit “information” it’s a 3rd submit button.
There is* another submit button
Thank you, but after trying to upload the documents a few times I am now locked out of editing the information. I know what you are saying about the multiple buttons though. I think I was able to submit correctly. I am not sure why it keeps getting rejected. It is very frustrating and I am at my wits end with the support personnel. I have submitted a complaint with the BBB hoping they can get a response and resolution from Shopify so I can receive payouts from my store.
For what it’s worth, they did eventually get it figured out on my end, although my payments were never frozen like you mentioned.
I didn’t actually talk to anyone that could concretely help, it was eventually just approved.
so did it eventually take you 3 months to get it resolved?
same here! they stopped payouts, any updates on your side?
Can’t remember exactly how long, but I imagine 2-3 months. Then it just was ok
thanks so much for your response! very kind of you.
btw, are you now using alternative/additional payment gateway instead of shopify payment?
Sorry for the late reply. I just saw this. I submitted a complaint to the BBB and it was resolved very quickly. The BBB reached out to Shopify on my behalf as I was unable to contact anyone via the help center that could solve the problem. I was receiving payouts again about 24 hours after the BBB confirmed that they contacted Shopify and received a response.