Why is my ecommerce store's payment system on hold?

[sophiB]

I don't understand I send the exact documents that shopify asked and again it says it's on hold and even didn't tolled me why, didn't wanted any ned document, just tolled contact support for next steps 😕

please help me it's really important for me to launch my store as soon as possible but shopify payments become a huge trouble for me and even doesn't tell me what is wrong any more.

so as it asked I contacted support please help me fast 😞

[Ollie · Accepted solution]

Hey @sophiB.
 
Thanks for reaching out. 
 
I appreciate the context that you have shared with us as that is very helpful! Since I cannot authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to look into the specifics. In this case, it would be best to get in touch with our live support about the situation. 
 
With that being said, you can get in contact with our live support by logging into your online store using the Contact Us page. This will allow us to securely verify you as the store owner. 
 
Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the hold. 
 
Let me know if you have any questions.

[richardcobain]

Hi,

I know how stressful this is! Follow up with Shopify Support and ask for a clear explanation of what’s missing or wrong. Double-check your submitted documents to ensure they’re correct and up-to-date. In the meantime, set up alternative payment options like PayPal or Stripe to keep your store running. Stay persistent—they should provide a resolution soon!