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Shopify payment account on hold / not receiving email

cwill
Tourist
7 0 0

I received multiple notifications telling me my shopify payment account is on hold so i click on the help page to learn how to fix it, it takes me to a page that says I've been sent an email giving me further instructions on how to fix it. I haven't received any email about it and don't know how to fix it. anyone able to help or let me know what the email should look like.

Accepted Solutions (2)

Victoria
Shopify Staff
2156 150 253

This is an accepted solution.

Hi, @cwill.

 

Welcome to the Shopify Community.

 

I would like to advise that merchants who use the Shopify platform may undergo a routine review for their Shopify Payments/Payouts. I understand how important this is in resolving this and lifting the hold. Rest assured, our Business Operations Team is actively working together with our banking partners in verifying your Shopify Payments/Payouts account on their end. You're still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products. 

 

Since you mentioned you haven't received an email regarding the hold, I recommend creating a support request via the Shopify Help Center. Once you've accessed the help center, please log into your account, select a support topic and on the following page our contact options will be displayed. This will allow our team access to your account and investigate the hold further. 

 

For more information, check out our Shopify Payments FAQ.

Victoria | Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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View solution in original post

Victoria
Shopify Staff
2156 150 253

This is an accepted solution.

Thanks for your reply, @cwill.

 

When using Shopify Payments, our Business Operations Team may do checks on accounts and take a look at the overall well-being of a store. This can include reviewing requested documents, how soon orders are fulfilled, and any high-risk orders that may be placed. This helps our Business Operations Team determine our merchants continued eligibility to use Shopify Payments. You can view all of this and more information on our Shopify Payments Terms of Service - United States page.

 

However, I would like to correct my above post based on your recent response. It looks as though at this time you're unable to accept new orders with Shopify Payments. In order to have this looked into, you'll need to create a support request through the Shopify Help Center so our internal team can further investigate. There may be additional documents required on your behalf in order to verify your account.

 

If you need help accessing the help center or experience any issues, please share your questions here. 

Victoria | 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

View solution in original post

Replies 4 (4)

Victoria
Shopify Staff
2156 150 253

This is an accepted solution.

Hi, @cwill.

 

Welcome to the Shopify Community.

 

I would like to advise that merchants who use the Shopify platform may undergo a routine review for their Shopify Payments/Payouts. I understand how important this is in resolving this and lifting the hold. Rest assured, our Business Operations Team is actively working together with our banking partners in verifying your Shopify Payments/Payouts account on their end. You're still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products. 

 

Since you mentioned you haven't received an email regarding the hold, I recommend creating a support request via the Shopify Help Center. Once you've accessed the help center, please log into your account, select a support topic and on the following page our contact options will be displayed. This will allow our team access to your account and investigate the hold further. 

 

For more information, check out our Shopify Payments FAQ.

Victoria | 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

cwill
Tourist
7 0 0

Thanks this helped. But if the shopify payments is on hold what does that mean for me? Does it restrict me from anything? Maybe I'm just confused as it says my store cant accept new orders with shopify payments.

 

Victoria
Shopify Staff
2156 150 253

This is an accepted solution.

Thanks for your reply, @cwill.

 

When using Shopify Payments, our Business Operations Team may do checks on accounts and take a look at the overall well-being of a store. This can include reviewing requested documents, how soon orders are fulfilled, and any high-risk orders that may be placed. This helps our Business Operations Team determine our merchants continued eligibility to use Shopify Payments. You can view all of this and more information on our Shopify Payments Terms of Service - United States page.

 

However, I would like to correct my above post based on your recent response. It looks as though at this time you're unable to accept new orders with Shopify Payments. In order to have this looked into, you'll need to create a support request through the Shopify Help Center so our internal team can further investigate. There may be additional documents required on your behalf in order to verify your account.

 

If you need help accessing the help center or experience any issues, please share your questions here. 

Victoria | 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

cwill
Tourist
7 0 0

Hi this was the solution to my problem last month, but since then I got a message saying that the pictures of the documents I posted couldn't be accepted. My passport was a clear photo and I used my bank as a proof of address. I was wondering what I need to do for them to be accepted.