Payouts

Payouts

Mijo48323
Visitor
1 0 0

I submitted bank information and routing number to Shopify three weeks ago and they will not unfreeze my account. I have an email chain with them and I keep being told that they are busy and working on it. Again, I have sent the proper Id’s and ownership information. This should take five minutes to review the documentation and unlock the payout. I cannot get this done and there is no phone number. I have bills to pay and they don’t seem to care. I need help from someone please.

Reply 1 (1)

DaisyVo
Shopify Partner
3690 403 489

Hi @Mijo48323 

 

It sounds incredibly frustrating to be stuck in this situation, especially when you’ve done everything correctly on your end. I totally get why this is so stressful—having your payouts frozen for weeks with no clear resolution is unacceptable, especially when you have bills to cover.

Why This Might Be Happening

Shopify has strict security measures when it comes to verifying banking details and ownership information. If your account is under review, it’s likely due to one of these reasons:

  • Identity verification delays – They might be manually reviewing your documents due to security checks.
  • Banking details mismatch – If there’s any slight difference in the submitted bank info compared to what's on your legal documents, it can trigger a freeze.
  • Flagged for security review – Some accounts get flagged automatically, and Shopify Payments holds funds until they confirm everything is in order.
  • High-risk transactions – If Shopify detects anything that seems unusual in terms of transaction patterns, it can delay payouts.

What You Can Do Right Now

Since you’ve already been in contact with Shopify via email, I recommend taking a more direct approach to escalate this:

1-Reply to the email thread and politely request an urgent review, explaining that it has been three weeks and you need your payouts to manage your business expenses. You can emphasize that all requested documents were provided and there’s been no resolution.

2-Contact Shopify Support via Live Chat

  • Go to Shopify Help Center
  • Scroll down and click “Contact Support”
  • Select the topic “Account and Billing” → “Payouts”
  • Choose Live Chat (this often gets a quicker response than emails).

3-Try Shopify’s X (formerly Twitter) Support
Shopify’s social media support team tends to be more responsive.

4-If Live Chat is not helping, try escalating your ticket

  • In your email reply, request escalation to a manager or higher-level support.
  • Clearly state: "This issue has been ongoing for three weeks, I have submitted all necessary documentation, and I urgently need this resolved. Please escalate this to the appropriate team."

What NOT to Do:

  • Avoid creating multiple support tickets. It can slow down responses as Shopify prioritizes one ticket at a time.
  • Don’t modify your banking details unless support asks you to. This could reset the verification process.

Since there’s no direct phone support, Live Chat and social media are your best bets for getting faster responses.

I know this situation is beyond frustrating, and you’re not alone—others have faced similar issues. Just keep pushing politely but firmly for an escalation. Hopefully, you’ll get your payouts unlocked soon.

If you need any other assistance, feel free to reply and I will try my best to help.
Best regards,
Daisy

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