Hey guys
I wanna ask u about payment verifications cuz I’ve completed identity verifications and my payments are still on hold
Topic summary
Payments remain on hold for a merchant despite completing identity verification; a screenshot of the hold status is included.
Official response: staff cannot authenticate or access account specifics in public forums due to sensitive information. They advise contacting live support via the Contact Us page after logging in, then navigating the Help Center to select a topic and use Get Support to reach a Support Advisor.
A community member disputes the practicality of this, alleging most support channels are closed and the AI chat makes it impossible to reach a person. They question the value of forum replies that offer no direct help when merchants cannot access support elsewhere.
Outcome: unresolved. Action item is to try live support; key unanswered issue is why payments are still on hold after verification and whether human support is reachable.
Hey @MOHRI .
Thanks for reaching out.
I appreciate the screenshot that you have included in your message as that is very helpful! Since I am unable to authenticate over the Community forums due to the sensitive information that needs to be shared, we are unable to look into the specifics.
In this case, it would be best to reach out to our live support by logging into your online store using the Contact Us page. This will allow us to securely verify you as the store owner.
Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak with a Support Advisor about the situation.
Let me know if you have any additional questions.
Ollie, to be honest: what is the point of replying to these messages if you can’t even check on the account?
It’s quite clear that merchants are loosing patience with being unable to talk to anybody at shopify!
You’ve closed every single support channel, and its impossible to talk to someone on the AI chat; so seriously: what is the point of replying to merchants that have no other way of sharing their issues here in the help center and saying that you can’t help??