we need to remove the hold from our incoming funds

[Microskin]

This is very very frustrating to not have a company as large as Shopify to verbally help a client. 

[Greta]

Hi there, @Microskin.

I'm sorry to hear about your issue with your payouts — I know payouts running smoothly is an important part of any business. A Shopify Payments Payouts hold can occur for a number of reasons, including if there's an issue depositing with your bank, or if your account is being reviewed. Sometimes the payouts will resume automatically, and sometimes there will be action needed from you (for example, submitting a form, or reentering your bank account number).

I'm unable to provide account-specific support through the Shopify Community Forums, so I'm unable to look into why your payouts are on hold. I would, however, highly recommend getting in touch with our live Support team via the Help Center and they can look into your issue for you. We're available by live chat, callback, and email. 

Please let me know if you have any more questions about this and I'd be happy to help. 

[wendylaw]

I am sorry you have to go through this. The lack of customer service is maddening. The community is not customer service .

Set up an incoming transfer over a week ago and the funds from my primary checking were taken five business days ago, but it is still not available in my Shopify Balance. 

Does anyone know how many days or weeks the money that is held before becoming available? I am wondering if I have to make a claim with my bank about the lost fund sit has been so long. 

[Greta]

Hi, @wendylaw!

Thank you for sharing your feedback and experience. 

Just to confirm, you transferred money from your bank account to Shopify Balance, but the funds still haven't appeared in your Balance account? Based on the information in this help document, funds will take up to four business days to arrive in your Balance account. If it's been longer than 4 business days, I recommend contacting our live support team through the Help Center so we can look into this further. 

Please let me know if you have any questions!