Shopify payments and payouts on hold

Solved
Highlighted
New Member
1 0 0

I have recently changed my bank details and started setting Shopify payments. But, the first thing I've got was  "Your Shopify Payments account is on hold" and "Your payouts from Shopify Payments are on hold while we review your account". I have tried to contact Shopify support and has been impossible, giving me just the option of writing my case in the community. This has been since Tuesday and still not changes into my shop. What am I going to do now? for how long is going to be this?

0 Likes
Highlighted
Shopify Staff
Shopify Staff
794 41 122

This is an accepted solution.

Hi, @Jennka!

I'm sure we can get to the bottom of this for you. Can you see any red or orange banners on the home screen of your admin section after you log in? These banners usually flag what the issue can be with your Shopify Payments account. Do you see anything asking you for additional information? If you weren't sure, you can take a screenshot of the top of your homepage and I can help you with identifying what the banners mean! For example, this is a banner I see when I log into my own test store:

 

29-36-l89rl-jja31

This banner means I'd need to enter my VAT details in order to use Shopify Payments. If you have something similar, you can click 'Enter VAT number' in that banner & you will be directed to the Shopify Payments settings page where you can update your details. If you don't have a VAT number at the moment, you can click 'I don't have a VAT number' here:

29-52-4q9ev-v7psz

 

If you do get a VAT number in the future, you can always add it in again!

 

29-52-u93va-k0da1

 

This example above is just for missing VAT information! Can you see something similar in your admin? 

 

Speak soon!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
 - 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

1 Like