Thanks for reaching out in our Community Forums about this.
Are you using Shopify Payments on your store? The reason that I ask is because perhaps your Shopify Payments account is currently being reviewed by our accounts team and banking partners, to ensure that the information you've shared with them is accurate. Depending on the type of hold on the account (whether it's a payout on hold or an account hold), a store's checkout may not be functional during this time. You can find more information on the Shopify Payments review and verification process inthis guide.
Generally speaking, stores will see a red banner on their Shopify admin's homepage telling them to upload requested documents from our team during this review period — do you see a banner on your admin at all? If you do, you can proceed to upload the necessary documents, and from there our accounts team and banking partners will be able to continue with their review. If you don't see a banner on your end however, you can proceed with the following:
Check your admin notificationsby clicking the bell icon on the top-right hand side of your Shopify admin. This should then reveal all of the relevant notifications for your store. If your Shopify Payments account is on hold, and if our team requires you to upload specific documents, you should see a notification for this within this section. You can click on it to then be taken to the relevant page to proceed with your next steps.
If you don't see any notifications related to your Shopify Payments account, you'll need toget in touch with our internal teamso that we can take a closer look at your account to investigate why your store isn't currently accepting payments on checkout. I see you mentioned that you've done this already, but have yet to hear back from our team — can you let me know if you've since received a response from us at all regarding the situation? If so, what was the reply from our team?
Kimi | 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