HIi there,
Hope everyone here is doing well.
I have no clue why I am still facing the issue even though I submitted my original passport copy for verification to be completed.
Shopify Payments are already active and made some sales through it.
Linkde my WISE BANK account £ GBP.
Still, the problem remains.
Please help!
Topic summary
Payouts are on hold despite identity verification being submitted (original passport). Shopify Payments is active, sales have been processed, and a Wise GBP bank account is linked.
Support explains that document reviews can take time and are required due to evolving regulatory and card-network compliance. Merchants may be asked for additional information via admin banners/alerts and email; payouts typically remain on hold until review completes and an email confirmation is sent.
The merchant reports no resolution yet and asks how to open a support ticket, noting issues with email contact. Support directs them to create a new ticket via live support by using the Help Center link and following the virtual assistant prompts to access live chat.
Status: unresolved/ongoing. Next steps: wait for the review email and, if needed, contact live support via chat to check the verification status or supply any additional documents requested. An attached screenshot appears to show the hold notice.
Hi there, @mahmud_asad .
It can take some time for the uploaded documents to be reviewed and approved, although I do understand it can be frustrating to wait. Please do wait for the email to come from this team.
For some context around why we need these documents: Over time there are regulatory changes, along with changes to the requirements from our financial partners and their card networks. These changes mean that we may be required to collect additional information from our account holders (merchants) in order to remain compliant. These reviews ensure we’re taking steps to keep our financial services safe, healthy and secure. When these changes happen, we will collect whatever new information is needed - usually via a banner or alert in a merchant’s admin and a corresponding email outreach. Generally these requests must be completed in order for a merchant to continue using our financial services. Thank you - Your ongoing patience is appreciated.
hey thank you for your response but still. nothing is solved.
by the way, how do I create a new ticket?
your customer support email is not working, i wonder why!
Hi, again!
You can create a new support ticket by reaching out to live support. Our live support can be reached here. Please follow the prompts given by the virtual Help Center assistant in order to access our live chat support. Thanks so much!