Why are my Shopify payments still on hold after verification?

Payments + Shipping & Fulfilment
1

Hi, my Shopify Payments are on hold. I’ve tried to fix them (I uploaded a picture of my passport to prove my identity, and a bank-issued document to prove my address, but it has popped up as an error on my admin home page; “Some of the information you provided for Shopify Payments couldn’t be verified. Please contact support to complete the verification.”) but nothing seems to work. I’ve gone to the Shopify Help Centre to the Contact Support page and the only ‘solution’ I can find is that it says “When a Shopify Payments account is on hold, the Shopify account holder is sent an email with additional information. To resolve the issue, review this email and reply directly to it.” However, I received no such email.

I don’t know why its so complex to fix, or why I can’t contact a support team, but if anyone has any kind of a fix/ advice, please get back to me; I really appreciate it. Thanks!

2

Hi, [email removed]AaronPhelan!

It is definitely best for our internal team to take a look at this and help you out so you can have your Shopify Payments Payouts released.

I’ve included steps on reaching our support team below, please let me know if this also doesn’t work for you -

  1. Head to this link and click on Contact Support.

  2. You will need to login and select the store in question (if you have more than one store).

  3. On the Contact Support page, you’ll need to search for the topic you’re needing help with - this will load a range of help guides and resources to help you.

  4. If none of the resources provided are helpful to you, scroll down the page to the bottom and click on Continue.

  5. You can then click on any of the contact options and you’ll soon be connected with a Support Advisor.

3

Thank you; will try that now!