My account is banned and I haven't received my payouts

[Tom126]

I had my shopify store with shopify payment that was setup. Shopify payment decided to review and put my payouts on hold but my customer could still order. In the end this review lasted more than 10 days until I logged in and saw that my shopify account was closed, I no longer have access to the order, I have no idea if I will receive my payouts or if everything is in hold and I still have to pass a verification, on top of everything, it is 90% of my cash flow. Since I don't have access to my dashboard anymore, no information has been given to me, I have contacted support several times by email but no answer from them, please help me I am desperate. I really need to get my money back.

[Nabi1200]

Hi Tom126

What is the exact response of shopify and store name please

Thanks

[Anindita]

Hi @Tom126 

Have you tried contacting Shopify support to resolve this?

[Tom126]

Yes of course, but I can only contact them by email and they still haven't answered me for more than 10 days already, I don't have access to the live chat or request a call.

[aointernational]

Yes this exact thing has happened to my storeS several times the last couple of weeks! Iam desperate too. The support cant help at all, as of now, we are trying to get in touch with a lawfirm in Sweden (where we run our stores) to further sue Shopify.

The worst part is the lack of information from Shopify, no reasonable motivation to why they close our store, no information about our money that is withold (atm over 10 000 usd) and no information of how they handle our customers that has not been delivered yet?!

Absolutely frustrating, someone needs to resolve these issues!

[Don]

Hi there @Tom126!

Thanks for sharing your concern with us here in the Shopify Community, and sorry to hear you're feeling frustrated about the situation you find yourself facing.

I'd like to check a few things with you here, to ensure your query is in the right place for support.

Would you have been emailed out to your account owner email address by any of our teams about the status of your store?

Try checking in your spam or other folders, as some email providers can filter emails like this there.

If you have not been contacted about your store's status, you can reach out for account support (including via email) here on our Help Centre.

You mentioned that you had looked to contact support via email previously, can you confirm that this was using the Help Centre linked above and, if so, would you have been sent an email confirmation with a ticket number for that interaction?

If not, then please reach out using the link shared above so we can check this out with you and direct you to the proper escalated team for any more available info.

All the best!

[Peepmadie]

Stop saying that because ive been waiting a year for my funds. I dont even care about the platform because you guys just play in our faces. Theres no reason we have to post in a group to get the most help we’ll get, which is little to none. HOW LONG UNTIL WE GET OUR MONEY. We do not care about emails i will get on tiktok with my 30.5k friends how you guys really run things over here. 

[Blair]

Hi @Peepmadie,

Thanks for connecting with us through the Community. I'm sorry to hear about this and would be happy to provide some further guidance. To confirm, have you been in touch with our support team directly?

If so, could you please share what they have advised to you? 

In situations like these, the best course of action would be to follow up with us directly. This will allow our support team to get you authenticated, as we wouldn't have access to any account details here through the Community. They will be able to investigate further and ensure the appropriate steps are being taken to ensure this gets resolved. 

I look forward to your response.