My payouts are always pending, I haven't received any payout since August

[simplehomedecor]

Hi everyone, can you help me with this issue? I had three orders, and two of them were successfully delivered; one is still being processed.

However my payouts are aways in pending status. I haven't received any payout since August. 

No notification or alert about account on hold or failed payment or anything like that was sent to me. 

Do you have any idea how I can receive my payout?

Thank you.

[Dan-From-Ryviu]

Hi @simplehomedecor 

Did you check the bank the you receive money? Make sure your bank is ok and does not allow you verify to receive your money 

[Kimi]

Hi, @simplehomedecor.

That's quite a long time to be waiting for a payout to be processed — is your account relatively new? If so, have you ensured that you've fully completed your Shopify Payments account setup? You can navigate to Settings > Payments, and if your Shopify Payments account setup isn't complete you'll be presented with a button that'll allow you to continue onboarding to Shopify Payments:

 

I know you also mentioned that you've not received any notifications about an account on hold, but just to make sure can I get you to check your admin notifications by clicking the bell icon on the top-right hand side of your Shopify admin please? This should then reveal all of the relevant notifications for your store. If your Shopify Payments payout or account is on hold, and if our team requires you to upload specific documents, you should see a notification for this within this section. You can click on it to then be taken to the relevant page to proceed with your next steps.

If you don't see any notifications related to your Shopify Payments account however, it's time to get in touch with our internal team so that we can take a closer look at your account to investigate why your payouts are stuck in a pending status. To get in touch with our team, you'll need to navigate to our Help Center here, where you can ask the virtual chat assistant to contact support. Follow the prompts from there, and you'll then be connected with one of our live support team members who can assist you further with this situation.

[simplehomedecor]

Thank you Kimi. I have checked all points you mentioned and everything looks fine. I will contact with your support team.

[Kimi]

My pleasure, and sounds good, @simplehomedecor. Our live support team will be able to investigate your account in more detail from their end in order to further assist.

As you continue running your business and working on your store, feel free to create another post here in our Community Forums if you're looking for assistance from our wider Shopify Community.

[simplehomedecor]

Hi @Kimi,

Could you please ask your team if they already found out why I haven't received any payout? 

Your team colleague said that would get back to me with the findings but I haven't heard anything from them since I contacted them via Chat.

Thank you.

[Kimi]

Hi, @simplehomedecor. Thanks for following up about this.

Due to security reasons and lack of account authentication, our Community Forums team cannot access accounts or support tickets from our end, nor can we reach out to an internal support team member to enquire about a specific case.

So as much as I'd like to help you, if you'd like an update about your ticket you'll need to contact our live support team so that they can securely access your account to see how your ticket is progressing internally.

Just to make sure however, did the live support team member you were speaking with confirm that your ticket has since been escalated to one of our specialized teams for further review? If this is the case, it's possible that our specialized teams are currently handling a larger amount of requests than usual, which may result in a delayed response time. I know that waiting for a response can be frustrating, but rest assured that the team will follow up with you as soon as possible.