Why is my payout still on hold after verification?

mahmud_asad
Tourist
11 0 1

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!



mahmud_asad_0-1698090504210.png

 

Mahmud Asad
Replies 3 (3)

Ivy
Shopify Staff
1033 82 131

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. 

Ivy | Social Care @ Shopify


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mahmud_asad
Tourist
11 0 1

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!

Mahmud Asad
Ivy
Shopify Staff
1033 82 131

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! 

Ivy | Social Care @ Shopify


Out Of Office

-Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog