What does "maximum number of attempts" mean when you update Shopify Payments details?

What does the maximum number of attempts error mean?

You upload a verification document or edit your Shopify Payments details, and a message says you've "reached the maximum number of attempts." Shopify's account setup guide names both moments; the error might appear in either.

No Shopify page we read on October 3, 2026 — Shopify Payments account setup, account holds and contact support pages among them — states how many attempts you get.

What can you do after you hit the limit?

Shopify's account setup guide names one route after the error:

Shopify Support doesn't make outbound phone or video calls on any plan, so you start the contact — how to reach a human there.

Per Shopify's requirements, the information on new documentation must match what you entered on your Shopify Payments account.

Even after you contact Support, Shopify accepts these documents only through the secure banners in your Shopify admin; copies sent by email or support chat are redacted and unusable.

Uploaded documentation can take up to 24 hours to be reviewed. None of the pages we read says how long the limit lasts.

Which change were you trying to make?

Shopify documents a separate path for business details, the payout bank account and identity documents, so name the change when you contact Support and plan for what follows it.

• Business details. Once Shopify Payments is set up, Shopify's configuration guide places these edits under Settings > General > Business Details and sends questions about core changes to Support.
• Payout bank account. You verify your old bank account details first, in the Confirm old bank account step, and only the store owner can edit banking information. If the old account is closed or its details are unknown or incorrect, Support can verify the account and escalate the request; you can't finish the change in that first conversation. Once a new external bank account is saved, payouts pause for 3–5 business days to protect against fraud. Switching the payout destination to Shopify Balance, which is available only to merchants with a residential address in the United States or Puerto Rico, skips that pause.
• Identity document. Where your country requires Shopify's Proof of Liveness check, only the account owner can complete it. Shopify's Proof of Liveness page suggests a live photo of the ID taken with your phone rather than a scan, and lists browser and device fixes for submission issues; it doesn't mention the attempt limit.

Does the error affect your payouts and sales?

None of the pages we read ties this error to a payout hold directly. The account setup guide does say payouts might be placed on hold until your information and documents can be verified.

If a hold does apply, Shopify's account holds page says you can keep working on your store but can't receive payouts until the reason is resolved. In most cases customers can still check out; in some cases your store can't accept new orders.