So, I haven’t launched my site yet, and when I was trying to set up my Shopify payments, I reached shopify to help me with something and instead they ended up freezing my Shopify payments, without me having set up anything from the first place. I contacted the trust & safety team of shopify, and they simply told me that they are unable to provide me with access to Shopify payments without elaboration. I asked them why, since I meet all the requirements, and they refused to tell me for security and privacy reasons??? I had to beg them to reconsider their decision, as I had never done the Shopify payments application in the first place to reject it, and they asked me to provide proof of identity, residence and business. I provided all of them, again proving my legitimacy and again they rejected it, because they say that I operate outside a supported region, which is absurd, because both my residence and business I registered are in a supported region. Now my case is closed and I cant do nothing about it. What is happening @Shopify_77 ?
Topic summary
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Merchant’s Shopify Payments was frozen during initial setup. After contacting Trust & Safety and submitting requested ID, residence, and business documents, access was denied without detailed reasons.
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The stated reason was operating outside a supported region (countries where Shopify Payments is available). The merchant contends both their residency and registered business are in Germany (supported), though they are temporarily located in Greece. The case was closed with no appeal path indicated.
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Shopify staff on the forum cannot access account details and advised continuing via the existing Trust & Safety email thread. They suggested approval may require being physically located in a supported region; final confirmation must come from the Trust & Safety team.
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Another participant criticized the opacity of rejection decisions and perceived reliance on automated processes, warning of business risk. No resolution was reached; it remains unclear whether temporary physical presence outside a supported country can block Shopify Payments despite supported residency and business registration.
Hello, @obykanoby .
I am sorry to hear you are having some difficulties with setting up your Shopify Payments account. I can definitely understand how important this is for you. Can I ask what country you are based in currently?
As I have no access to account information here on the Community forums, I would advise sticking to replying to the email chains you already have as these are people best placed to help you out with this. Have you been able to submit the proof of residence and ID documents they requested?
Hello, yes I did submit proof of residence and all the ID documents requested. This whole confusion might have arisen from the fact that I am Greek, and my temporary location is Greek, but my residency and Business are in Germany; however, this shouldn’t forbid me from setting up Shopify payments. I tried to keep the conversation going from the ongoing emails with the Shopify trust and safety team, however, they insist on the same thing, there is nothing I can do to change their mind. And I can only assume that all of that is happening because Shopify is trying to prevent fraud? but I can’t see how I could disobey the regulations.
Thank you for the additional context on this. I can only advise you to continue to reply to the emails from the Trust and Safety team as they are the correct team to liaise with, and they have access to your account that I do not have here via the community forums. It may be a case that Shopify Payments may not be able to be approved until you are physically located in a supported region once again, but the Trust team can confirm this with you for sure.
I wish you all the best, thank you.
It’s laughable that Shopify denies the use of Shopify Payments on the grounds that, “we cannot divulge any findings of a review due to privacy and security reasons” yet will ask a user for private information in a public forum. This policy of not telling users why they’ve been rejected from Shopify Payments is getting old, but sadly such common big tech behavior.
Shopify, if you’re listening, get rid of your automated banning process and hire some extra staff to review these cases.
New users, Shopify is fantastic, but keep in mind they can cripple your business in an instant. Smaller businesses than Shopify are much more flexible with their policies when it comes to what you can and can’t sell and to whom on your website. These guys are just trying to blanket-avoid litigation and they don’t give a rats ass who they step on. They do not care about you or your business, they care about not getting sued and their share price. Right Tobias?