Shopify Payments Payout on hold

[lazease]

I have a registered company in the uk, when I set up shopify payments, I noticed that the payouts were placed on hold and needed some verifications, I first sent my id, then they asked for a utility bill to provide proof of address, I sent my certificate of residence in Morocco (Since they asked for personal proof of residence of the account's owner), it was refused, then sent electricity bill, and it was refused. I'm very confused here, what do I need to send? I can't send a water/electricity bill that contains the address of my company because I don't have one, I can send company documents, anything, can you tell me how I can solve this issue please? Thank you

PS: Already check with live support, they escalated the case and still no replies so far there, here's the ticket id: 35667497

[Victor · Accepted solution]

Hi @lazease,

Thank you for reaching out. It's possible that the issue here is that you provided a Moroccan address rather than a British one, as simply having a registered company in the UK is not the only requirement for using a Shopify Payments UK account. You would also be required to provide a bank account from a UK financial insitution or bank.

As you have already spoken with our support team and the issue has been escalated, I would recommend waiting to hear back from our payments team for further clarification. They will be able to confirm what the issue is and if it can be rectified.

[Binh25]

Can you help me? My stores has been closed on august 2022 and they hold my payout for 6 months now, I got an email from shopify that they cant deposit my payout on my bank account on file and I am aware that they cant do it because the bank account registered on my account was closed already. I want to update the bank account but the customer support cant help me. They keep me waiting and waiting and waiting. This is verg frustrating

[Victor]

Hi @Binh25,

Thank you for getting in touch and I can understand your frustration with the situation. In terms of getting things resolved, it sounds like you are speaking with the team who can assist with this and over email you are authenticated on the account so they can go through the process of changing the bank account on file. I would recommend continuing to speak with them over email and they should help you get this resolved.

[Binh25]

speaking to them on email? They never replied!

[Victor]

Hi @Binh25,

Do you have a ticket number that you can share with me?

[Binh25]

36085884

[Victor]

Hi @Binh25,

Thank you. If your ticket has been closed, I will ask our team to take another look and respond. If the ticket is open they will be looking into things and will be back in touch. I cannot discuss details of the ticket here.

[Binh25]

What happen?