Hi Shopify Team,
I’m experiencing an unresolved issue and would appreciate help from a Shopify Staff member.
1 — Unable to deactivate Shopify Payments
When I attempt to deactivate Shopify Payments, I receive the message:
“Shopify Payments can’t be deactivated while you have an outstanding Shopify Capital balance or Shopify Credit.”
I have never used Shopify Capital, and there is no active Capital or Credit balance on my account. It appears to be an internal system lock that only the Capital or Risk Operations team can remove.
2 — Shopify Payments was deactivated by Risk Team, review stuck for 20+ days
My Shopify Payments was previously disabled due to a risk review.
I submitted all the required documents more than 20 days ago, and the status has not changed since then. Support has repeatedly told me that the case was escalated, but I have not received any updates from the Risk or Payments team.
3 — This is severely affecting my store
Because Shopify Payments remains locked and I cannot deactivate it:
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I cannot activate any alternative credit card gateway
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My store can only accept PayPal
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This has caused significant revenue loss and customer complaints
4 — Request for assistance
I kindly request a Shopify Staff member to:
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Remove the incorrect Shopify Capital / Credit lock
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Allow me to deactivate Shopify Payments (if needed)
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Help finalize the pending risk review
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And ideally, assist in re-enabling Shopify Payments as soon as possible, since all required documents have already been submitted
This issue has been ongoing for weeks, and I truly need help to get my store’s payment processing back to normal.
Thank you in advance for your support.