URGENT: Locked out of Shopify store for weeks despite submitting verification documents – Casa Bella Paw

Shopify Discussion
1

Hello Shopify Team,

I am the sole proprietor of Casa Bella Paw and my Shopify account has been locked for several weeks due to two-step authentication recovery.

I have already submitted all requested ownership verification documents including:
• Driver’s License
• GST Registration Certificate

Shopify support advisors have confirmed that these documents are valid and appropriate proof of ownership. However, I am now stuck in a repeated verification loop where the same identity verification is being requested again.

Because of this lock:
• My business operations have completely stopped
• I cannot process orders
• I cannot manage inventory
• I cannot access my Shopify admin

Ticket IDs:
64345061
89da5bff-7ca6-4cbc-9fb9-500c2838f703
6f03c39c-c183-4012-96f4-ae61d4b9f612

Additionally, replies from my registered email are sometimes returning as non-deliverable, making communication difficult.

This issue is severely impacting my business, and I urgently request a Shopify moderator or staff member to escalate this case with the Account Security team.

Business Owner: Payal Baldota
Store: Casa Bella Paw

Any assistance from Shopify staff would be greatly appreciated.

Thank you.

2

Hi there @Casabellapaw sorry about this stressful situation you’re facing, I’d recommend you also send a message with all the relevant details and evidence to the Shopify support team on X (Twitter). Someone might be able to pick it up from there and sort it out quicker.