Why is my online store's payment account on hold?

[elias6]

in my store in the home section it says (Your Shopify Payments account is on hold

Your store can’t accept new orders with Shopify Payments)

anybody who had the same problem who has a solution?

[Rick]

Hi @elias6 

I can see this is your first post here in the Shopify Community, you are very welcome!

I understand you are having an issue where your Shopify Payments account is on hold, and you are seeing a message in your admin saying you cannot accept new orders. That is certainly not ideal and I appreciate that you would like to get this resolved as soon as possible.

There are various reasons why this might have happened. It could be down to a routine check by our banking partners that will go away in a day or two, or it might be a case where more information is required for verification purposes. However, here on the Community Forums we do not have account access, so I am unable to say for sure why your Shopify Payments are on hold.

Does the warning message in your admin provide any other information besides the fact that your payments are on hold? Sometimes there will be a button to upload more documents for example. 

Did you receive any correspondence from us which might provide more information on the situation? We will often send out emails containing an explanation of the issue, and ways to resolve it. It would be a good idea to check your email inbox, including the spam/junk folders just in case the email ended up there.

If you have not received any emails from us, and there is no way to resolve the issue by clicking an action button in your admin, then it is time to reach out to our support team using this link here. We will need to authenticate you through our help centre so we can gain access to your store and take a closer look at what is happening. 

Is this your first Shopify store? Are you just getting started, or did this issue occur on an established store?

[elias6]

Hello rick thanks for the response:)

On my store it says this

• (Your Shopify Payments account is on hold

  Your store can’t accept new orders with Shopify Payments.)

  Contact Shopify Support

  (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.)

but no i haven't recived any mail about the shopify payments

And the only thing it says i can do is contact support.

[Rick]

Hey @elias6 

You are most welcome, thank you for getting back so quickly! 

Those warning messages are helpful, thank you for providing them. In this instance, I would recommend reaching out to our support team as soon as possible, as there doesn't appear to be a way to resolve this from within your admin. You can contact us by clicking the link in your admin or by using my link above.

Our team will be able to take a closer look and advise on next steps. We understand that getting your Shopify Payments accounts back up and running is important, so we will do our best to assist here.

Besides this payments issue, how is everything else going on your store?