Accepting credit cards, warehouses, and shipping and fulfilling orders
Hey i was emailing you guys regarding my account and its been saying theres a hold on my account while they review it but its been days. Does that mean there is an issue and Is there anything i can do? my user is decem26r.shopify.com
Hi, @reallaval.
Thanks for reaching out about your concerns.
For context, when a Shopify Payments account is under review, our accounts team and banking partners are currently authenticating your account information to make sure that the information you've shared with them is accurate.
Generally, stores will see a red banner on their Shopify admin's homepage telling them to upload requested documents from our team — do you see a banner on your admin at all? If you do, you can proceed to upload the necessary documents, and from there our accounts team and banking partners will be able to continue with their review. If you don't see a banner on your end however, you'll need to get in touch with our internal team so that we can take a closer look at your account from our end in order to assist you with your next steps.
I see you mentioned that you were emailing our team recently, however — were you speaking with our specialized accounts team about the situation, or were you perhaps in touch with our general live support team instead?
If you were speaking with our accounts team about your payment hold and account review, you can continue to reply to the support ticket you have open as the specialized accounts team handling your case is best equipped to support you. If it was one of our live support team members you were speaking with, it's highly likely that they have escalated your support ticket to the account team's queue, and that your ticket is now awaiting review from the necessary internal team.
I'd like to reassure you that our team intends to support merchants and reply with any updates as quickly as we can, but at times this may take a bit longer than expected to ensure that proper steps are being taken. If you haven't heard back from our team in a while, and if you haven't been asked to submit any documents on your end, then as mentioned please get in touch with our live support team so that we can investigate your account further from our end.
To get in touch with our team, you'll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. We'll be able to continue assisting you and advise you with your next steps from there.
In the meantime, you can also find more information about the Shopify Payments account review and verification process on our guide here.
Kimi | 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
yes there is a banner but it’s just asking me to contact support for further help, it doesn’t give me the option to reupload anything so my account might need to be checked out. i was only in touch with the general live support system but i was just trying to make sure there wasn’t a deeply routed issue.
Thanks for the further context, @reallaval.
When was the last time you heard back from our general live support team, and what did they say?
As mentioned in my initial reply, it might be that your support ticket is currently being escalated to the appropriate internal accounts team and is awaiting review. If you're concerned about whether or not your ticket is in the right queue and with the right team however, you can reach back out to live support so that they can check the whereabouts of your support ticket and provide any available updates regarding your payment hold.
Kimi | 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
i looked up the problem in the help center and it says i was supposed to receive an email to reslove the issue but i didn't so this was basically my second source of help. I would just assume there is no issue since i didn't receive an email? as you said though it could be in queue!
If no email was received on your end, and no further context on the banner has been given to you in regards to the payment on hold, then directly speaking with our live support team should give you more information about the situation.
You can click on the Contact Support button directly from your admin via the banner, or you can follow the steps in this video to reach out to our live support team via the Help Center. I recommend logging in on the Help Center first to speed up the authentication process, and to then select the live chat option for a quicker turnaround time.
Let me know if you're having issues with connecting with our support team.
Kimi | 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
Did you ever get this figured out? I’m having the exact same problem. It’s been in standard review for a week and no email. It’s been escalated like 4 times and still no email!
They have been telling me that my payment account is under review for over a year now and there’s still no update or progress so I can understand if they need ID verification or bank code information but I have no option to submit that and I’ve never gotten an email to tell you what they need I don’t know where to submit the verification thing. I would really like to help on this situation because I love my Shopify store but if I can’t use Shopify payments, I need to move to another platform end of April is not gonna be showing my shop or anything if I don’t enable direct check out from Facebook and without Shopify I don’t have that option And currently are you stripe in order to be accept MasterCard Visa, American Express, Discover, etc.
I’ve had the same issue for over a year I don’t have Shopify payments and now as of April 24 I won’t be able to use my Facebook shop because I won’t be able to enable direct Facebook check out
they’ve told me they’ve been working on it for a year and still there’s no solution. I’m thinking of just closing my Shopify account and going to Woocommerce and start fresh. It seems to be the best idea in order to have a successful shop
We recently spoke with Zopi developers @Zopi about how dropshipping businesses can enha...
By JasonH Oct 23, 2024A big shout out to all of the merchants who participated in our AMA with 2H Media: Holi...
By Jacqui Oct 21, 2024We want to take a moment to celebrate the incredible ways you all engage with the Shopi...
By JasonH Oct 15, 2024