Shopify Payments Under Review - 2 weeks no information!!

[megtuesdays]

I've been reading a bunch of forums about others having their money in Shopify Payments frozen and under review and I'm dealing with this hell right now and wanted to see if anyone could offer some advice on how to speed this up. 

My payments have been frozen and under review since the 21st of November - 2 weeks at this point. I reach out to my Support Advisor every few days asking for an update. And he keeps just saying my ticket has been escalated and there's nothing else I can do. 

I haven't gotten an email or heard from anyone about what the issue could be. My Support Advisor told me there was nothing wrong with my Shopify and that it must just be a quick check. 

I have a pre-order running on my site at the moment (which may be why I'm under review) the irony is, I need the money in my Shopify to pay the manufacture invoice for these pre-ordered items to be delivered to me so I can send them out!!! 

My ticket number is: 44002431

I'm at a loss of what to do right now! It's been 2 weeks without having access to my money and it's freaking me out. Especially because I saw another customer say they're not letting her have access to her money until March 2024!!

[Blair]

Hi @megtuesdays,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

While standard reviews are a typical process for merchants using Shopify Payments to undergo, I'd encourage you to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved.

To connect with us, you can: 

• Head over to our Help Center. 
• Enter into the chat box Contact Support.
• Log into your shop.
• Select one of the available support options.

Please let me know if you have any other questions or concerns. 

[megtuesdays]

Hey Blair, 

I am connected to one of your support advisors, Mark, who is great. But there is no progress in over two weeks now with an escalated ticket. This can't possibly be the the quickest and best way to have this resolved. 

I understand that reviews need to take place, but the banner in my Shopify Payments says MAX 2 business days and it's been over 2 weeks and for NO given reason. I haven't received an email or correspondance from the "banking partner" or anyone about the reason for the hold or the length of the hold. It's increasingly stressful as I need to pay invoices and get stock out to my customers so it's ruining my reputation and inhibiting the progression of my business. 

[99GRAMS]

Same

[99GRAMS]

How did it end?