Why are my Shop Pay payments from 2023 still pending or failed?

[jen808]

I have one Shop Pay amount that "failed" in Jan. of 2023 and two other Shop Pay amounts that are still "pending" from Feb. 2023. I need help as to why I haven't received payments for those website orders.  

[Victoria]

Hi, @jen808.

Welcome to the Shopify Community.

I understand that you'd like clarification on why you're seeing a failed and pending Shop Pay amount on your end. Rest assured, I'll do my best to share a bit more insight and what next steps you can take.

Within your Shopify admin, are you able to see a banner in the Payouts section? This should be displayed if a Shop Pay Installment payout fails. The banner should mention that it's specifically a payout for Shop Pay Installments, the reason for failure, and suggested next steps.

Since we're unable to access this specific information via our community forums, I recommend contacting our internal team through the Shopify Help Center. Our internal team is best suited to review this as they will have access to your account once you're authenticated and can guide you further.

If you have any non-account-related questions, you can include them here and I'll be happy to take a look. Additionally, if you'd like tailored feedback for your store, feel free to share your store URL in the thread.

[intuitive]

Having this same issue. It keeps entering my bank account and then bouncing out. Shopify needs to get it together because this is how we make a living and put food on our tables. I will be switching website providers if they cannot get this resolved. 

[Victoria]

Hi there, @intuitive.

Thanks for reaching out and joining the thread.

I understand you're experiencing the same issue of failed or pending Shop Pay amounts. I can definitely understand the urgency to have this looked into and resolved.

Since this is account-specific and would require our team access to your account, I recommend creating a support request via the Shopify Help Center so we can investigate further. When accessing the help center you'll need to log into your account, select a topic and proceed to the following page to view our contact options. 

[intuitive]

Hi Victoria,

I have created multiple support tickets but the issue still has not been
resolved.

Thank you,
Jourdan

[Alexander96]

I am having this same issue. I have also put in multiple tickets about this but I am currently being ignored for the 3rd day in a row. It'd be great if someone could tell us why this issue is happening because it is seriously putting a struggle on my ability to maintain cashflow. Shopify payments come through but shop pay payments do not. Please get back to me or post a general answer to this issue