Payouts on hold, no reason given and support says someone will email me 2 days ago. What to do?

[el_39465]

I've went to chat twice since Wednesday and not sure what else to do. My payouts were placed on hold due to some verification of some undefined type, all of my verification details are correct and should not be a problem to verify, most of it is public anyway. I have submitted all verification that was asked for and then with no warning our funds are frozen with a message to contact support. Chat support will not let me submit documents to them, and they are telling me that is the only form of support (no phone, no incoming email). We've been with shopify plus for a couple years now and no issues until now. Shopify admin panel instructed me to contact support and chat is telling me to just wait on an email (that was two days ago), in the meantime no payouts are coming through. Chat support just says same thing they said wednesday, to just wait. Please someone from shopify reach out asap, someone who can help or a supervisor if needed, or a phone number to corporate? Anything...

[SealSubs-Roan]

Hi @el_39465 

If your issue has been escalated and the support advisor advised for the email from their other department, the best course of action is to wait for the email from the for at least 1 to 2 weeks. Check your junk and spam mails as well from time to time and if ever you are going to make a follow up, do it via live chat instead of email or ticket to avoid moving it further on the queue.