Why is my Shopify Payments account still on hold after providing all requested documents?

Shopify Discussion
1

Hi there,

Im posting this matter here to find help and to get a feedback about our particular situation with Shopify.
Our Shopify store cant accept Shopify payments due we are on “hold”. Regarldles we does all the process mentioned by Shopify Support by emails, chats, calls, our store can’t accept new orders yet. This is really frustraining because we was operating normally until a few days ago. We already reach out Tech Support Agents located in MX and US, but looks like theres no one interested in help us to fix it.

We was assuming Shopify would be confused by our store setup and we was expecting something like this to happen. We sent all requested documents few days ago but we are still waiting to get an aswer back from Tech Support of somebody from the " Higher department".

We are a Surf and Adventure company, legally set up in Mexico and US. Both companies, the American and Mexican one, are owned by an mexican. As a legally established American LLC, it is our understanding that we can have access to American Financial services like Shopify Payments. All use of Shopify Payments gateway would be linked to our American Bank account belonging to our LLC, with our American phone number and from our ChulaVista (American) location.

Shopify asked us for the following documents (and we sent those just 2 days ago):

  • Certificate of Formation
  • EIN (Employer Identification Number)
  • ITIN (Individual Tax Payer Identification Number) - For the owner, which even though he not an American Citizen but he is registered to pay taxes in the US
  • Change of Address - which shows our change to our current US address
  • American Bank Statement from our American LLC

So far, we have never received an answer back from Shopify to inform us or give us an feedback of the documents we sent.

We think they havent even taken the time to review the documents we sent as we cant continue operating as normally does because (as I mentioned before), our online store is operating as normally but we cant accept payments through Shopify payments. I would like to know if someone have been through into a similar situation. Can someone give me an feedback of what we are doing wrong. How can we solve this?. Thanks a lot for your answers.

2

Hi there, @WildMexAssist !

First of, I definitely understand the need to urgently get this matter resolved and despite the lack of update regarding this matter, I hope you can take comfort in the fact that our teams are always reviewing such matters as every business is different so this situation is fairly common.

Second, thank you for informing us that you have already submitted your documents. If you are feeling that enough time has passed and you still have yet to receive an update, feel free to reach out to our Live Support to see what is happening or if you have a direct email from the teams reviewing this for us, you can also reply directly to that.

We typically do not give any timelines regarding this review process but 2 days is still quite early and as mentioned given the nature of your business, our teams are always ensuring we are moving forward in the best way possible which is way it requires more time to verify such documents.

Again, we understand the need to get this resolved sooner rather than later. Have you tried to use any alternative payment methods while we wait? This can also be a good oppurtunity for you to look at other processors like PayPal perhaps. You can visit this link for a complete list of alternative methods of payment in the country you are located in.

Let us know how this works out for you.