Hi, I’ve been trying to get to the shopify team about something. I’ve already sent them three emails about my payments being on hold. I have to identify myself first, but each time I upload my documents, they get declined by the system. If I don’t get this fixed, I won’t be able to launch my store because customers wouldn’t be able to pay me. Pleaseeeeeee get me somebody to help me, this has really been stressing me out.
Hi @Yollat .
It sounds like you’ve had a stressful experience with all of this, and I can definitely understand where you’re coming from.
We don’t provide account-specific support via the Community Forums at this time however, so we’re unable to access the emails you mentioned you have sent through to our team. In saying this, can you give us more context about the email you sent? Was it sent through to one of our specialist teams for review, perhaps?
If this is the case, you can rest assured that our team intends to reply with any updates to support emails as quickly as possible. Our turnaround time may be a bit longer than expected at times, but this is only to ensure that the proper steps are being taken so that we can best address the situation for our merchants.
Because we cannot authenticate store owners from our Community Forums however, I recommend reaching out to our Live Support team via chat or callback so that our team can take a closer look at your situation from our end. If needed, our Live Support team can also work together with our Accounts team to see if there are any issues with the system and to find more information as to why the documents that you’re uploading are being declined.
To get in touch with our team, you’ll need to login to your store via our help centre here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Please note that our callback option is dependent upon contact volume, so if it’s not available at this time we recommend trying again soon, or to select the live chat option instead.
In the meantime, I’ll leave you with our resources on Shopify Payments below, for further help on the topic:
1 Like
Hi Kimi!
Thank you for your quick answer! The e-mail I sent was through the help center. I’ve been trying to find the live chat you’re talking about but I can’t find it.
Kind regards,
Yousra
Thanks for confirming, Yousra. The live chat option is located next to the email option on our help centre, as seen below:
I’ll also leave a video guide here to show you how to navigate to the page above and how you can request a live chat from there.
Let me know if you don’t see this option on your end though!
1 Like
Hi Kimi!
Thank you so much for trying to help! But I can’t find the live chat. I think maybe this is not available to me?
Ah, I see. So instead of the live chat option, which contact method options are you seeing? Can you reply to this thread with a screenshot of what you’re seeing on your end? Just so that we can take a closer look at this matter.
In the meantime, you can also further troubleshoot this situation by following the steps below, just so that we can rule out any browser caching issues:
- Try to access our help centre to contact our team via an incognito window
- Or, you can use your usual browser but to clear the browser’s cookies and cache before accessing the help centre
- You can also try another browser. For example, if you’re using Safari, you can try contacting our team via the help centre on Chrome or Firefox
- You can also try to use another device, such as your tablet, computer, or laptop
Can you also confirm if you’re selecting the ‘Continue without logging in’ option on the help centre, or using your store’s login?