A user has been unable to complete identity verification for over 21 days after migrating from BigCartel to Shopify. Despite multiple ticket escalations and phone support attempts, they report receiving no meaningful assistance—only repetitive responses.
Key Issues:
Identity verification stuck on the same screen for 3+ weeks
Support tickets escalated multiple times without resolution
Phone support provides no actionable help
Impact:
Customer orders are waiting and cannot be processed
User expresses extreme frustration with the platform and support system
Considering leaving Shopify and returning to previous platform
The user urgently requests help from anyone who knows a solution, as the verification block is preventing them from operating their business. The discussion remains unresolved with no solution provided yet.
Summarized with AI on November 20.
AI used: claude-sonnet-4-5-20250929.
My verify identity has been stuck in the same screen now for over 21 days. I switched over form bigcartel thinking this would all be smooth yet it has been the worst experience I’ve ever had using any platform. I am never on forums like this but here I am.
If anyone knows a solution please let me know. My ticket has been “escalated” multiple times. I’ve finally found a phone number in which they still don’t help and tell you the same thing. This is absolutely insane and totally unfair to us sellers. Please someone from Shopify help me because I am not getting any help at all!! We tell you we need the problem fixed right now and you guys still make us wait as if these things aren’t urgent. I have peoples orders sitting and waiting because you guys can’t run your support system properly. I hate Shopify and I will be getting my money and never returning to this garbage platform. Can’t believe I got sucked into this garbage. Going back to bigcartel.
Stuck KYC flows usually clear only after Support refreshes the identity-verification session and routes the ticket to Account Integrity/Risk, they’re the ones who can unblock it.
Waiting 21 days usually means the automated system failed silently, and general support cannot see why because they are blocked from accessing Risk data.
Here is the concise checklist to get unstuck:
1. The “Silent” Rejection
Check your Spam/Junk folder for emails from risk@shopify.com or no-reply@shopify.com. Often, the system asked for a specific document (like a utility bill) weeks ago, and the ticket is sitting open waiting for a reply you never saw.
2. The Name Mismatch (Most Likely Cause)
Go to Settings > Users and Permissions. Does the Account Owner name match your ID letter-for-letter?
Example: If ID is “David James Smith” and Shopify says “David Smith,” verification will hang forever. Update it to match exactly.
3. Stop chatting, Start replying
Do not open new chats; agents cannot click “Approve.”
Find the original email with your Ticket ID.
Reply directly to it with your ID and Utility Bill attached (PDF is best).
This pushes your case back to the top of the actual Risk team’s inbox.
4. Emergency Workaround
Go to Settings > Payments and enable PayPal immediately. This allows you to keep taking orders and getting paid (into PayPal) while Shopify Payments is frozen.
I have a middle name but no where in Shopify does it give you the option to put your middle name. Just first and last name. Also this is bs man, I shouldn’t have to go through all of this. I’m over it. They can keep the money at this point. Idec. I hate Shopify and will never use it again. I will dedicate the rest of my video making to deterring people away from using Shopify. Mark my words!!!
If your identity verification is pending, you can resubmit all the required documents from scratch on a different browser or device to see if that helps bypass any session-related issue. Make sure that files are readable, complete and in an acceptable format. Keep a record of all interactions and escalate through a formal written notice to the compliance team at Shopify to expedite the process.