Why are my Shopify payouts on hold and how can I resolve this?

[Lase3]

Who do I need to contact to get some answers around here?
I've always enjoyed shopify support earlier but this time they are the worst.
I get no replys no communication what so ever.

I had my account on hold for payouts and requested documents which I submitted and I was contacted my a guy called Ottis on email telling me it would take 24-72 hours and then it will be reviewed.

Now it's been 1 week and 3 days and I cant come in contact with Ottis anymore because he doesnt reply nor shopify support on chat can help with this kind of matter so again.
I would like to know who I need to contact to get this matter cleared up ASAP.

BEST REGARDS
Lasse

[Ava]

Hi, @Lase3!

I'm so sorry to hear your payouts are on hold, I can definitely understand the frustration there. We aim to respond to all queries within a 24-72 hour window, but it can sometimes take our higher support teams a little longer than estimated. They need to consult with our banking partners to ensure the account is in good standing, and sometimes the back and forth can delay the response being sent to you. Can I ask if you have had any response from our team since you spoke with Ottis?

[Lase3]

Hi!
No replys what so ever.
I get no responds.

[Ava]

I'm so sorry to hear that! I do know that there is sometimes quite a bit of back and forth our Accounts team needs to do with our banking partners while they are reviewing an account, so there may be a delay there between the teams. Can I ask if our team have put a hold on just your payouts, or on sales too? Usually when an account is under review, just the payouts will be on hold. This will mean you can still make sales while we work on verifying your account! Are you still able to make sales?