Why are my payments on hold and how can I resolve it?

[pake]

My Shopify Payments are on hold and and tells me to contact support to find out what the next steps are. Can anyone help me? Thanks.

[Nick_Marketing]

Consider sending an email to the support team, they will have a closer look into the account.
Contact page: https://help.shopify.com/en/questions#/contact/

[Kimi · Accepted solution]

Hi, @pake.

Have you contacted our Live Support team about this matter?

This would be your best next step, as we won' t be able to look into your account via our Community Forums here due to security reasons. Our Live Support team are best equipped to handle this situation, as they will be able to authenticate you against the correct account to look into the matter further.

So from here, you can login to your store via our help centre here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. We'll then be able to take a closer look at your account from our end and help with your situation.

For more information though, when a Shopify Payments account is on hold, this generally means that our Account team and Banking Partner are conducting a review on your account. This is a security measure that Shopify takes, to ensure that all of the information you've shared about your account is accurate, and so that customers are safe to shop on your store. These reviews are also very common, and at times our Account team may have already sent an email to the store's account owner email address detailing your next steps. So if you haven't already, and assuming you're the account owner of the store, you can check your mailbox to see whether or not an email from our team exists.

We also have a thorough guide that you can go through on our forum post here, for more information on the account verification process for Shopify Payments.

Apart from your Shopify Payments account situation though, how are you getting on with your Shopify store? Is there perhaps anything else that you'd like us to take a closer look at or help with?