I run a legit business that works alongside respected big companies. Clothing store selling 80k/month. Been working with shopify for 3 years without any problem. I need to pay my employees and business partners. Need your assistance on this case. I have been using Shopify Payments already for a year. My account was already approved.
A risk advisor reached to me requesting verification documents. By mistake I sent the wrong document on one of the fields. He immediately disabled my account without explaining why or requesting the right document.
After noticing I have sent the wrong document I reached out to him with the right document. Document that was never sent to the platform for review. From there on he shows no willingness to cooperate in any way. No explanation or clarification was given to me.
With replies once a week, now I’m stuck with this agent who doesn’t want to cooperate and I don’t know why. I have been trying contacting support, calling, creating posts here, nothing seems to work and everyone is telling me to wait for this person’s reply. He don’t want to cooperate and don’t want to send the right document. That’s why I’m requesting a review on this case.
I have 30k on hold for a month now. This agent is not being cooperative with me and I’m trying to do my best to solve this, im being patient despite the situation but i do need help from someone else. I have colleagues who have their business exactly the same than mine running smoothly as they got someone who filed the right documents and gave them quick replies. I have read the Tos and requirements with our legal agents and we do comply with everything. We are stuck with this for just lack of cooperation and understanding.
I will appreciate if someone can hear me out, as you can image this is damaging my business and I need this solved asap, I have orders that needs to be fulfilled, customers to serve, businesses and employee’s to be paid,
@Sho2guru Hi. Appreciate it. How you gonna help me? Stripe contacted me saying the document was already approved and my account stills on Hold on Shopify side
Thanks for posting to the community forums. I hope you’re well despite the frustrating circumstances.
While I wish this was a situation I could investigate directly, due to our strict authentication policy I don’t have access to do so. While I can’t speak to the reasons your account was put on hold, or the verification process still on-going, I can assure you we are bound by certain legalities and requirements provided by Stripe and local legislation. We do however, do our best to release holds as soon as possible. Ultimately though, Stripe has the final say and we must wait for their confirmation.
When you spoke to Stripe did you simply provide the document that you meant to provide originally and ask if it was acceptable? While Shopify is Powered by Stripe, their agents don’t have access to Shopify Payments accounts. I am unsure of how they were able to provide that the documents were approved or not. This is a process handled by a specific team within Stripe that is not accessible at the merchant level.
While frustrating and not ideal, you will need to continue to work with our specialists to resolve the matter. If you’re potentially unable to be supported via Shopify Payments, then you will get the option to use Stripe with your Shopify store.
Best of luck, and thank you for your continued patience.
@Skye_1 This has been a complete nightmare to say less. I already sent the right documents a week ago and haven’t received a reply. I don’t even know when I will get a reply. I have seen people here who waited for 2 months without any reply until they reached back by phone and someone solved their problem in a second. With Black Friday around the corner, working with a lot of parties at the same time. I need someone to watch out for my case to be resolved asap. Can you help me out or reach out to someone who can help me out?
I have already read all the TOS of Shopify Payments/Requirements. We have colleagues with businesses like mine who got approved right away. Upon doing the whole research, our team got in touch with the people in charge of reviewing those documents in the Stripe Account. They told us after a careful investigation that the wrong document was being uploaded at first, but they have now the right documentation and they have already enabled my Shopify Payments account, not the stripe one. Despite this, I haven’t received an email from my Shopify Advisor about my account getting approved. How I can get them to approve my account again? They uploaded the wrong document to Stripe (wrongly sent by me) that’s why they declined my first petition. Now they have the right document and got my account approved. They reached to me last week, because we got in touch with the designed team.