Urgently Need Help: Shopify Payments Frozen for 2+ Weeks, Ticket #67572408 (Internal Glitch Confirmed)

Payments + Shipping & Fulfilment
1

Hello Shopify Community Managers and Escalation Team,

I am writing this out of sheer desperation. Our store’s Shopify Payments and checkout capabilities have been completely paused since May 13th.

We provided ALL required identity verification documents on Day 1 (May 13th). Multiple support advisors have previously confirmed that our files are 100% complete and verified, and no further documents are needed from our end.

However, our business has been frozen for over 2 weeks, causing massive sales losses and freezing thousands of dollars in hard-earned payouts. Today, Support Advisor Angela thoroughly checked the internal system and officially admitted to us that the Merchant Trust Team NEVER triggered or sent any single email or notification to our store inbox or email (caiwanwei@dosomebig.com). This is purely a severe internal system queue glitch/delay on Shopify’s side.

Can any Community Manager or Risk Specialist please look into our case immediately? We urgently need someone to pull our Ticket ID #67572408 (and the backend ticket fcdde-4fb-924a-408ac054) out of the ghost queue and manually clear this error banner.

We are a legitimate business and cannot afford to be ignored by automated systems anymore. Thank you for your urgent attention!

4

This issue may occur when the payment provider isn’t fully activated. Check the provider’s onboarding status and Shopify payment settings.

5

Thanks for your reply, Isaac! However, this is not a regular onboarding or activation issue from our side.

We submitted ALL required verification documents on Day 1 (May 13), and support advisors already confirmed that our identity verification is 100% complete and approved.

The real issue here is an internal system queue glitch. Today, Support Advisor Angela checked the internal system and admitted that the Merchant Trust Team NEVER triggered or sent any notifications/emails to our merchant inbox due to a technical error, leaving our account frozen in limbo for over 2 weeks.

Could you please use your internal tool to escalate our Ticket #67572408 (Backend ID: fcdde-4fb-924a-408ac054) directly to the Escalation Team or Merchant Trust Team? We are a legitimate merchant losing heavy daily volume. Your internal push would save our business! Thank you so much!

6

I highly recommend setting up a backup payment gateway (like Stripe direct or Authorize.net) immediately if your account allows, just so you don’t lose all your daily traffic.

7

Hi Isaac_stephen, following up on this critical issue.

Our support advisor Christine previously stated in our internal ticket that our “identity verification was already approved on May 13th.” However, the backend error banner for “Identity Verification” is STILL stuck on our admin home page and refuses to disappear, which completely paraylzes our checkout.

It is clearly a backend database sync issue / system glitch where the approval status failed to refresh the front-end restriction.

Could you please urgently signal the Merchant Trust Team to manually clear this “Identity Verification” block for Ticket #67572408? We are losing legitimate business every single minute due to this technical lag. Thank you!

9

Hi Isaac_stephen,

Thank you for your response, but my payment settings and onboarding status are 100% correctly configured and fully completed. This is absolutely not a normal setup or activation issue.

Our store is currently trapped in a severe backend database sync glitch / logical deadlock on Shopify’s end:

  1. The Restriction is Stuck: Our admin home page is displaying the red banner: “Shopify Payments sales are suspended. Verify your identity so customers can check out.”

  2. The Logic Deadlock: Our identity verification was already fully approved previously (Ticket ID: f248108c-3dde-4f6b-924a-408a401c2054). Because the system marked it as “Approved”, the identity verification button has become completely disabled and unclickable. We cannot perform any secondary verification or re-upload documents even if we wanted to.

  3. The Damage: Our checkout remains completely blocked, causing massive financial losses every hour.

This is clearly a technical lag where the front-end restriction failed to refresh after the Merchant Trust Team’s approval.

Could a Community Manager or Risk Specialist please urgently look into this thread, escalate our ticket, and have a Tier 2 developer manually force-clear this stuck banner from the backend? We desperately need our live store restored. Thank you

10

Hi Isaac_stephen,

Please understand that this is NOT a standard onboarding or activation issue.

Our store is currently trapped in a critical frontend-backend sync deadlock that only a developer or senior risk specialist can fix from the database side:

  1. The Backend Status: Our identity verification has already been 100% processed and approved under Ticket ID #67572408. There are no missing documents, and our account is fully compliant.

  2. The Frontend Bug: Despite the approval, the red admin banner (“Shopify Payments sales are suspended. Verify your identity…”) is permanently stuck. Because the backend already marked us as “Approved”, the “Verify Identity” button is completely grayed out and unclickable. We cannot re-upload anything even if we wanted to.

  3. The Severe Impact: Our checkout has been completely broken for weeks, hurting our legitimate business every single hour. Support Advisor Angela already admitted internally that this is a severe queue lag where the Merchant Trust Team’s approval signal failed to trigger the frontend refresh.

Could a Community Manager or Risk Specialist please urgently intervene, pull our Ticket #67572408 (Backend ID: fcdde-4fb-924a-408ac054), and have a Tier 2 technical team manually force-clear this ghost banner? We need our live checkout restored immediately. Thank you!