Still Waiting After +3 Months – No Response Regarding Payout Document Submission

Payments + Shipping & Fulfilment

Topic summary

A merchant is seeking urgent help to recover a $499 pending payout from a store deactivated over 120 days ago.

Core Issue:

  • Cannot access the original email (suspended ProtonMail account) linked to the store
  • Needs a document upload link resent to an updated email address to complete payout verification
  • Has repeatedly explained the situation via live chat with no resolution

Current Status:

  • Over 3 months have passed with no progress or proper follow-up
  • The merchant expresses frustration that such a straightforward administrative task remains unresolved
  • Requesting escalation to the Shopify Payments/Payouts team for urgent action

Outcome: The issue remains unresolved and ongoing, with the merchant publicly tagging multiple Shopify support staff members for visibility and escalation.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

Hello,

I’m following up once again regarding my pending $499 payout, tied to a store that was deactivated over 120 days ago.

It has now been more than 3 months, and I’ve already explained the issue multiple times via live chat with Shopify Support — specifically that I can no longer access the email originally linked to my store (a suspended ProtonMail account), and that I need the document upload link resent to my updated email.

Despite all this, I still haven’t received a solution or any proper follow-up.

Frankly, it’s disappointing that a company as large and reputable as Shopify allows a simple task — like updating a bank or resending a secure link — to remain unresolved for months. I’ve been patient long enough, and this level of service is unacceptable.

Please escalate this to someone who can urgently complete this task and ensure my payout is processed.

Thank you.

—

Please escalate this issue to Shopify Payments / Payouts team:
@Shay @Ivy @Skye @Tira @Lana @Victor @Daniel @Mac @Maz @Olivia