Why are my Shopify Payments on hold and how do I resolve it?

[Enalazllc2022]

My Account is showing “
Your payouts from Shopify Payments are on hold while we review your account
Contact Support for next steps on this standard review. This hold does not prevent your customers from checking out.”
I have contacted on live chat about this. And They said, they will handover this issue to another team and they will response me in email. But not responded yet.

[Blair]

Hi @Enalazllc2022,

Thank you for reaching out to the Community! I'm happy to provide some assistance with Shopify Payments, to ensure this gets resolved. 

To share some insight, Shopify Payments can be put on hold for a number of reasons but is likely a standard review just as you've mentioned. This allows our banking partners to complete a routine check and doesn't have any impact on customers. While I can completely understand how this review may not be ideal, they typically take 1 to 3 business days to be completed. 

If however, more than 3 days have elapsed and the hold has not been lifted, please feel free to Contact Support so we can investigate further. This will allow our advisor team to take a closer look as we're unable to provide account specific support through the Community. 

Please let me know if you have any other concerns, as I'm happy to assist. 

[Candy5]

Hello!

My Account is also showing “Your payouts from Shopify Payments are on hold while we review your account"

And it has been almost 2 weeks.

I've contacted shopify support many times.

But there's still no any progress.

Could you help?
Thanks in advance.

[zak15]

I have the same issue and on the support they always saying 48h - 72h but still no email 
how can we provide good service to our clients and our suppliers we need to ship in time on most of our funds are on hold this will affect our busniess.
I hope support can handle this asap

[Candy5]

It's a big risk, and also we can't refund.

[Candy5]

May I know How long have you been having this problem?

[Blair]

Hi @Candy5,

Thank you for the prompt response.

To gather a bit more context, did you receive any correspondence from us regarding the hold? As I'm not able to access any account specific information through the Community, you will want to follow up with us directly. You can connect with us by heading to our Contact Page, where our advisor team will be able to investigate further. 

Please let me know if you have any other concerns. 

[JWCONSULTING]

Hi, Looks like the services has been a problem forever. On friday did not receive and email about this at all i have only see it in my admin that my payouts is on a payment hold because of standard review i started writing to customer support immediatly everyday since and they escalated but did not receive one email from shopify. I understand that they are trying to make everything better and secure for us. But the timing of this could not be worse as we count on every cent for cashflow. Worst is no one can give me an answer on how long it takes and i am not receiving any feedback or documents that is needed for me. So what must i do. Does anyone can tell me a different platform because i am cant do business like this.

Very very poor service.

[Slaterjared]

My account has been under standard review for over 30 days. I’ve contacted support and have an open ticket but no one is responding to the thread. I’m a small business and I understand the purpose of an initial hold but this is getting crazy! Can someone help? Jared

[Emily]

Hi, @Slaterjared.

Thank you for reaching out and I am sorry you have not heard back from us. 

Do you have a support interaction ticket ID number? so I can look into this for you. 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[Slaterjared]

Thank you replying Emily. Here is my ticket number 4649860. I sell sports cards. It looks

like my ticket has been escalated but no resolution yet. Please let me know if you can help. Jared

[Slaterjared]

Hello Emily, do you have any updates on my ticket? It’s been like 6 weeks now and I haven’t heard anything! Any update would be extremely appreciated. Jared

[Victor]

Hi @Slaterjared,

We aren't able to provide any updates on tickets here in the Community as we cannot authenticate you here. Please contact our support team directly and they can check on the status of the ticket once we have authenticated you as the account owner of the store.

[Jalil1337]

Hello Emily,
Can you also look into my case too? I have to release my staff salaries with in Ramadan, And there is zero updates whatsoever from the support, The ticket number is 46796405.

[pelican]

Hi Emily,

We are experiencing the same issue ("This is a standard review, and this hold does not prevent your customers from checking out."). Hoping you can shed some light on what to expect. 

Some context:

1. Payments on hold for 10 days +
2. Amount on hold $50k+
3. We recently received large order for around $46k (prior to payments being on hold)
4. We sell outdoor furniture products
5. Our store has been running for 18 months
6. I have contacted support, who say its been "escalated"
7. Ticket number: 46828136 

I am deeply concerned that the funds wont be released soon. It has effectively put a complete standstill to my business, and feels hugely uncomfortable having such a large sum of money frozen.

I would be incredibly grateful if you could explore this for me, and advise how to unlock the funds (we are more than happy to provide LLC registration documents, sales tax license, proof or business set up etc etc, whatever it takes).

Much appreciated.

[pelican]

@Emily - do you have any advice for me please? Many thanks

[Shay]

Hi @pelican and @Jalil1337 

I understand your concerns and how important it is to get an update on when your payouts will be released. This is not information that our community support team has access to. While I can confirm that both the tickets you shared with me are open and assigned to the correct team, I have no insight into the status of the tickets or the content included in them. 

While we strive to reply back to tickets of this nature within a few business days, sometimes the team that handles these reviews receives a large number of requests and the processing time increases. I have no guaranteed turn-around time that I can promise. 

Payout reviews are a standard process and Shopify has the ability to place a payout hold, or reserve, at any time. This is part of our terms of service for using Shopify Payments. You can absolutely change your payment gateway if you wish, although if you are disabling Shopify Payments please reply back to your open ticket to let them know that you have made this change and still wish for the review to be completed. In almost all cases a payout hold or reserve is released after a set period of time, in very rare circumstances would a payout hold or reserve not be delivered to the merchant in question. If that were to happen, it would generally be because the business was removed from the platform for a policy violation and the funds returned to the customers. That is incredibly rare, and most likely not the case in almost all interactions of this nature. 

[DopeEcom]

Hi, I am having the same problem as you, has Shopify payment been resolved, and how long will it take?
Looking forward to your reply
Thanks

[zak15]

unfortuntatelly shopify payment for this store is closed 120 day hold

[Slaterjared]

My account has been under standard review for over 30 days. I’ve contacted support and have an open ticket but no one is responding to the thread. I’m a small business and I understand the purpose of an initial hold but this is getting crazy! Can someone help? Jared

[joaofelipe25]

Hi bro, you can solve it?

[TjadeSM]

Hey Jared Just wondering if you ever ended up getting it?

[Slaterjared]

Yes, it took about 30-40 days but eventually Shopify gets around to reviewing your account.

[TjadeSM]

Wow 30-40 days is insane.. Thanks for the reply if only shopify staff was so quick lol

[Ellie881]

Was this ever resolved? We are currently dealing with this with an escalated ticket and no reply.