Multiple merchants are experiencing verification issues that threaten payment processing disruptions. The core problem manifests in two ways:
Technical Errors:
Users encounter system errors when attempting to verify information through provided links
Uploaded documents are repeatedly rejected despite multiple submission attempts
Screenshots show error messages preventing access to verification pages
Support Response Issues:
Support creates tickets but merchants report no follow-up for weeks
Chat agents provide “escalated” responses without resolution
Deadlines initially set for early November, later extended to January 15 for some users
Workarounds That Helped:
One US-based seller obtained an EIN (Employer Identification Number) from the IRS, which restored payment flow despite Shopify not requiring it
A Canadian merchant successfully verified by uploading a more recent utility bill as proof of address
The Merchant Verification team manually corrected mismatched business name information for one user
Current Status:
Shopify support has acknowledged this as a software bug affecting multiple accounts
The issue particularly impacts Canadian sellers, possibly related to new US selling regulations
Timing is critical as this occurs before Black Friday/Cyber Monday
One user warns about potential phishing emails with suspicious sender addresses
Resolution remains inconsistent - some merchants received automated confirmation emails after verification, while others see red warning indicators disappear without confirmation.
Summarized with AI on November 1.
AI used: claude-sonnet-4-5-20250929.
We tried to verify our information in a variety of ways and each time got a different error until the system said to contact Shopify support to manually verify our information. We’ve chatted with Shopify support multiple times and told each time they’ve opened up a ticket and someone would contact us. It’s been over a week and still not a single email from support. We’re quickly running out of time as it says our shopify payment processing will be disrupted at the end of the month if we don’t do this.
Can someone please give me an email of a shopify support rep that can manually verify our information.
If one exists, it is quite the scret. I’ve resorted to tagging them on X and found someone who says she is COO on Reddit. Messaging all of them to no avail. My payouts have been a disaster since last week and the Chat agents give me the same “escalated” message while also telling me they are swamped. It’s a mess…
We never got anything officially from Shopify via Social Media or email other then canned responses. We are a US seller and went ahead and got an EIN number from the IRS (free from their site you DO NOT have to pay someone for it). Once we inputted that to our profile, our payments started flowing again. It’s been wonky though. We get our “normal” daily payout, but also get these random payouts for 1 or 2 transactions at a time.
Get it direct from IRS, don’t pay some random internet site to do it for you. Once we got it, our payments started flowing again. A few days later we got a “hey glad you fixed it” note from Shopify.
On the verify information screen with your name, address, etc there is a box for EIN (Employer Identification Number) or SS (Social Security Number) it goes in there. It would not accept a SS number for us (even though it was fine for almost 5 years LOL), it would only accept an EIN
Also make sure that you have business type set to what ever applies to you (Sole Proprietor, Corporation, etc). If an accountant/bookkeeper does your taxes, you’ll need to let them know you now have an EIN for tax purposes if this all works out for you
Thanks for that detailed response. The problem with us is that we can’t actually access the page where you verify your information. When I click the link I just get an error message. I just got off the line with a Shopify advisor, and he said they are aware of the problem and it has been escalated so their engineers can fix it. So for now, I’m just going to hang tight, and hope they get a fix before they cut off my funds.
Hi Courtney - I chatted with a human through their chat support, and he did confirm that it is a software issue that I am dealing with, and that they will be working to resolve it. I don’t know if you’re facing the exact same issue, but mine started with an email from them stating I need to verify my information or funds will be disrupted in early November. When I click on the link to update/verify I simply receive an error message. I’ve found no other avenue (thrrough my shopify page) to access the fields that need updating. Are you based out of Canada? I suspect it may have something to do with new rules thatt have come into place with selling in the US. Anyway, hopefully they resolve it soon..
Hi,
I have exactly the same issue on both of my Shopify accounts. I’m in Canada. Advisor told me that they created a ticket and someone from support will contact me again to enter all the required info manually.
Hi Courtney - I chatted with a human through their chat support, and he did
confirm that it is a software issue that I am dealing with, and that
they will be working to resolve it. I don’t know if you’re facing the exact
same issue, but mine started with an email from them stating I need to
verify my information or funds will be disrupted in early November. When I
click on the link to update/verify I simply receive an error message. I’ve
found no other avenue (thrrough my shopify page) to access the fields that
need updating. Are you based out of Canada? I suspect it may have
something to do with new rules thatt have come into place with selling in
the US. Anyway, hopefully they resolve it soon..
Experiencing the same exact situation. Reached out, was given a support ticket. I do hope this resolves before payout disruption Nov 5. Worst time of the year for this to happen prior to Black Friday / Cyber Monday.
I’m a Canadian based shop - same issue but now they have changed the deadline date to January 15. Just fix the problem. I upload what they ask and then get emails saying I need to upload. Obviously it’s a glitch in the system but fix it!!!
