I recently had an experience with Shopify Payments, and unfortunately, it really disappointed me. While I appreciate live support agents, there was nothing they could do about this problem.
It started on 29th of October, when I had to submit additional documents for my verification. Since then, I have submitted multiple documents that are still under “Verification”. Communication with Shopify higher-ups was terrible. I was told that I would be contacted via email, but almost none of my concerns were addressed. The only answers I got were something like “We are on it”, “We are working to fix this”, “The verification team is working on it” and “We are under a lot of workload”. So I am asking now again, WHEN will I get some information regarding my situation and problem? How will Shopify fix this situation and my problem? What will Shopify do about me not being able to make money for the last 2 weeks because of this problem?
Hi there @Ben1007 !
Thanks for sharing your query with us here in the Shopify Community.
Sorry to hear you’re having a hard time with this so far, and I understand that you’re looking for an update on your issue.
We’re not able to provide account support via the Community here, nor would we be able to expedite this process for you from here.
That said, I can check to ensure that your query is in the right place for more info if you’re happy to share your ticket number with us here.
Bear in mind that it can take quite a bit longer to hear back from our specialist teams as you have noted, and that we won’t be able to offer a timeline for the resolution of your query.
If you can share your ticket number with us here though we can ensure that you’re connected in the right place to get an update in due course.
I look forward to checking this out for you!
Greetings Don,
With all due respect, there is nothing that you can do about this except check if my query is in the right place. I already know that your specialist teams are “working” on it. But who needs 12 days to verify two pieces of documentation? And in addition to that, after many questions about the problem, I still didn’t get any feedback on what’s causing this prolonged wait. As I have asked, is this a normal procedure for all Shopify users?
My ticket #43326415
Hi again @Ben1007 !
Thanks for that ticket number!
That’s correct, as in my reply all we are able to do publicly via the Community here would be to check to ensure that your query is in the right place as we’re unable to discuss account matters or support tickets from here for security reasons.
I was able to leave a note for that team indicating you’re awaiting an update, so hopefully you’ll be able to get one soon.
All the best!