Impossible to contact Shopify support after bank account being paused.

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During the last two days I came to know that my business bank account is under inspection for unknown reasons to me and the activity has been paused.

I'm obviously in contact with my bank and they are taking some days to check and/or request further information about my business and make a decision about how to proceed.

I realized that I can no longer get in touch with Shopify and they are also requesting some verification (since I couldn't make the last payment).

I have no idea about how to speak to someone and let me know that I don't mean to stop paying (it's only a temporary situation) but I'm stuck in a loop between community and FAQ with no end in sight, but mostly no human being to talk to.

Does anyone have any suggestion? Or has been in the same situation before and would have some advice for me? 




Replies 2 (2)
Shopify Staff
Shopify Staff
1915 415 328

Hey @NOIltd.

Thanks for reaching out.

I appreciate the context that you have shared as that this very helpful. If you have recently noticed a hold on the Shopify Payments gateway, this could be from a standard review that all stores go through in order to use the gateway. With that being said, you can reach out to a Support Advisor by logging into your store using our Contact Us page. This will allow us to securely verify you as the store owner before discussing the hold on the gateway.

Once you have successfully logged in to your store, you will directed to the Help Center. You can type in what you would like assistance with in the search bar and search for articles that may assist you with the inquiry. You should then be able to locate the "Get Support" option that appears under the search results, selecting this will then direct you to our live supported channels.

Let me know if you have any additional questions or concerns.

Ollie | Social Care @ Shopify 
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8 0 2

Hi there!


Today I was able to chat with a shopify agent.

Thanks for your help Ollie.