Your Shopify Payments account needs to be verified. You can still make sales while your payouts are on hold.
Some of your information could not be verified.
Some of the information you provided for Shopify Payments couldn’t be verified. Please contact support to complete the verification.
We raised a ticket with Shopify Support early last month, and until now, we haven’t heard back from their Merchant Verification team. Contacted them to escalate, but they can’t put us through to their Merchant Verification Team or even give us a timeline on when they will get back to us. How disappointing is that in terms of support? It has now been over 4 weeks since we raised the issue and still no resolution.
Thanks so much for the history and context here. From what I understand here the long wait is the biggest pain point, which I totally understand. It is unusual for it to take so long. That being said, can I ask if you reached out to our live support team on our help center in our to follow up and ask for additional context in regards to the wait?
They can then chat with the Accounts team directly in order better understand the reasoning here and give a general timeline. You can reach them here at our help center.
While I do not know the specifics, I would suspect that there is a decision or review that needs to take place or is taking place, but chasing up on it through our live services would be the quickest way to a resolution.
Do keep me posted, while I cannot chase it for you, I can offer some insight if further is needed after you hear back from our team.
Yes, we first contacted Shopify Live Support on the 7th June, then again on the 20th June and 6th July.
Every time we got a standard response from your team (almost similar to the one below).
“However as general support we do not have the information of the verification process and thus not able to update you on any information in this. But we are sure that it is in the right quite with High Priority.
As of now the Merchant Verification team is unable to provide us with an accurate timeline on when they will be reaching out.”
It has been over 32 days now and we still haven’t heard back from the Merchant Verification Team.
Is there someone who can give an explanation as to why it is taking your team such a long time to respond? Thank you.
We still haven’t heard back from your Merchant Verification Team. Can you please advise how we can escalate this to get someone to help us ASAP? Thank you.
Thanks so much for following up, I am sorry to hear you have not heard back yet. In these scenarios, while I would not able to follow up directly for you, our live support team would generally be able to do so for you once they have verified your information.
Since we spoke have you followed up with them specifically and asked for an update? Did they give you any sort of reason or ETA for the decision itself?
I would highly advise letting them know the length of the wait so far. They can then verify your account information and chat with the team directly on this open case.