Why are my online store payments on hold?

[shopwithmarlene]

My shopify payments are on hold for the past couple of days and i dont know why. I've been in contact with shopify's support team and they tell me that i will receive an email from their billing and payment department but have not received anything. I'm not sure what to do. Did anyone else have this problem? 

 

[Daniel]

Hi there, @shopwithmarlene! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

With regards to your inquiry, I understand the need to solve this sooner than later but you are in the best position as our support team is already aware of the matter and you have already communicated this to them. 

If enough time has passed, feel free to reply directly to your ongoing ticket with them to inquire about an update and how best to move forward. If we're still within the waiting period, I suggest to just give it time as our team is aware and currently working on this matter. Once they have reviewed what needs to be reviewed, they will reach out with more information as soon as they can. 

The hold/red banners are not the most reassuring thing but holds like these are very common. Our internal teams are simply checking every account constantly to ensure we are all abiding by the regulations we should be. 

I hope this response gives you a bit of solace. You have done what you needed to on your end. Once our team gets an answer, you will receive it and can act accordingly. As always, we appreciate your patience and understanding about this process of ours.