Shopify Payment on Hold and Not receiving answers to my emails for the last 10 days

LIKS
New Member
3 0 0

Hello there,

I have a situation where my last correspondence with Shopify support, which dates about 10 days ago, indicated that they had received enough information from my end to enable Shopify payments on my store. As of today, shopify payments are still showing as On Hold/Contact Shopify Support. I have emailed a couple of times the last few days for an update and even today but I am still not getting enough response back.

Is there anyone here who can assist me?

Thanks.

Replies 4 (4)
Lana
Shopify Staff
Shopify Staff
571 55 74

Hello @LIKS!

This is Lana from Shopify. I understand that this is a frustrating situation.

Looks like you have taken all the right steps in trying to resolve this yourself. While it is true that cases involving the hold on Shopify Payments can take some time to be reviewed by our team, I understand that you have been in contact with us previously over email to have this looked into, and you received no answer. I wanted to check - have you also been looking into your spam/junk folders in your email? There are cases where our mail has ended up there which is why it may have looked like a response did not arrive.

If you do not find any emails from us in the spam section, would you be able to get in touch with us via our live support here? I am directing you to this link because I am unable to look into your account information from the Shopify Community, but this way we will be able to investigate it further for you.

Let me know if you have any questions at all.

Thanks! -Lana

Lana | Social Care @ Shopify 
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LIKS
New Member
3 0 0

Hi Lana,

I checked my spam and nothing there. I tried accessing the live support but it does not work as my store is showing as inactive.

I explained to Levi/Cecil from Shopify Support (Shopify Risk Operations) that I needed confirmation that the  Shopify Payments will be allowed on my store before going with one of the subscription plans. And for that I provided the requested evidence as part of the requirements for the SHopify Payments to be authorised. On 15 May 2021, I was then told that the evidence was sufficient but, 10 days later and as of yesterday, the payments were still showing as on hold.

I emailed back to Levi on the 15th May itself, then on the 19th of May, and 21st of May and yesterday 24th of May - No answer back.

I explained that I was using a free trial shopify store and that once the payments are authorised - I will subscribe to one of the plans.

Last day was the last day of my shopify trial and I did not subscribe as it was still unclear from the no-answers whether or not the shopify payments were authorised or not (it was still showing as On hold on my store as of yesterday, which was the last day I could access it for the free trial).

I am really lost as how to go about this. Levi and Cecil from Shopify Risk Operations know the history of my store and are the best ones to assist but I have been desperately trying to get an answer from them since their last reply to me on 15 May 2021:

Can you please help me out.

Thanks.

Lana
Shopify Staff
Shopify Staff
571 55 74

We do appreciate your patience here. It looks like your case is already with the correct team, and they are working to be able to get this resolved for you as soon as possible. Please keep a close eye on your emails, as well as your spam/junk folders just in case you miss anything.

Lana | 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

LIKS
New Member
3 0 0

Hi Lana,

So far I have not heard back from Shopify regarding my case and looks like no one can help.