Why is my payment account on hold and how can I resolve this?

iliveinohio
Tourist
13 0 1

It says my payment account is on hold, I click the notification and it takes me to the help pages. No direction on how to fix or solve this issue and no way to contact customer support through email, phone, or chat.

 

How can I alleviate the 'PAYMENT ACCOUNT IS ON HOLD' issue?!?

Replies 14 (14)

Don
Shopify Staff
2779 199 391

Hi there @iliveinohio!

 

Thanks for letting us know about this!

 

Do you see a request for documentation to verify your payments account anywhere, or are you only being directed to contact support?

 

If you need account support like this, you would need to be reaching out via the Help Centre here, so I'd like to ensure you're able to do so.  

 

Can you let me know what happens now if you enter your topic when prompted there on the help centre and scroll down the screen to see your options to get support?

Don | Social Care @ Shopify 
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iliveinohio
Tourist
13 0 1

There are notifications sent every week and it says "Your store can't accept new orders with Shopify Payments. Contact Shopify Support for next steps."

 

When I click the notification, it take me to the Shopify Help Center with no direction on next steps on how to fix this.

Don
Shopify Staff
2779 199 391

Hi again @iliveinohio!

 

Thanks for getting back to me here.

 

If you need account support via our Help Centre here I would advise you to first enter the topic you need help with when prompted, before scrolling down the screen to see your options for proceeding to get support.  

 

Let me know if you're not able to see the option to proceed to get support, so we can help out!

Don | Social Care @ Shopify 
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iliveinohio
Tourist
13 0 1

Don,

I don't know where to go.

 

It keeps saying this " Your shopify payments account is on hold
Your store can't accept new orders with Shopify Payments. Contact Shopify Support for next steps."

Don
Shopify Staff
2779 199 391

Hi again, @iliveinohio!

 

Sorry to hear you're currently unsure of how to proceed.

 

If you need to reach out for account support, you would need to be getting in touch via our Help Centre here as outlined above.  

 

Can you let me know what happens currently when you access that link, enter the topic you need help with, and proceed down the screen to see your option to get support? 

Don | Social Care @ Shopify 
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iliveinohio
Tourist
13 0 1

I'm letting you know the problem that I am having and unsure where to go.

As outlined above, 'it takes me to the Shopify Help Center with no direction on next steps on how to fix this.'

 

I do not know the topic or discussion I need to navigate to, to fix the problem. I am hoping you can guide me there?

 

My problem: I get a notification that says  " Your shopify payments account is on hold. Your store can't accept new orders with Shopify Payments. Contact Shopify Support for next steps." I click on the link and it takes me to support.shopify.com

 

My Question: You keep referring me to select my topic and they almost all go with the problem I am having, some direction would be helpful. Do I go to 'Starting a store', 'Account', 'Store management', 'Online Store', 'Sales channels', 'Money'? (All of these topics can relate to the problem I am having)

 

 

The notification literally says to contact Shopify support and when I do here...you give me a link and tell me to basically figure it out.

Don
Shopify Staff
2779 199 391

Hi again @iliveinohio!

 

Sorry to hear you're still having a hard time with this.

 

Check out this quick video guide I captured now showing the steps to proceed to access your support options via the help centre. 

 

This should allow you to proceed to access account support securely there.

 

All the best!

Don | Social Care @ Shopify 
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iliveinohio
Tourist
13 0 1

I appreciate you going above and beyond to record your screen. I have done the steps you showed and it takes me back to the first page (going in circles).

Here is the process:

  1. Click 'Explore the Shopify Help Center'
  2. Click 'Contact Shopify support'
  3. Click my active store (screen says 'What do you need help with')
  4. Taken back to step 11-Contact-Shopify-Support-•-Shopify-Help-Center.jpg2-Shopify-Help-Center.jpg3-Contact-Shopify-Support-•-Shopify-Help-Center.jpg4-Contact-Shopify-Support-•-Shopify-Help-Center copy.jpg
Don
Shopify Staff
2779 199 391

Hi again @iliveinohio!

 

Thanks for the update and for including those screenshots, it's really appreciated!

 

If you find you're being 'looped' like this using the help centre this would usually be remedied by clearing the cache on your current browser.

 

I'd also check to ensure you're using a supported browser (like Chrome, Safari, etc) and that it's fully updated as older versions may not work for use with Shopify.

 

Let me know how you get on with that step, please!

Don | Social Care @ Shopify 
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iliveinohio
Tourist
13 0 1

I updated both Chrome and Firefox to the latest versions and cleared all of my cache and history and it still goes in a loop.

Don
Shopify Staff
2779 199 391

Hi again @iliveinohio!

 

Thanks for getting back to me here and for confirming the steps you've taken thus far.

 

I have one more thing I would like you to try for now if you can try accessing support via this link instead, and let me know if you can proceed there instead.

 

If not, could you click on this link for me using your Chrome browser and copy and paste back the short link you are given to me here?

 

This will allow us to look at some more specific info on your browser to troubleshoot any potential issues there.

 

I appreciate your patience while we work through this with you!

Don | Social Care @ Shopify 
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iliveinohio
Tourist
13 0 1

That first link provided worked and I was able to chat with a team member who is looking into the issue. Thank you for helping out and making sure we tried different solutions to figure it out.

If other people receive the same error in the notifications, I would bring this issue up to the UX team because it says to contact support and gave a link but there was no easy way to find how to contact support from and pretty frustrating.

Don
Shopify Staff
2779 199 391

Hi there, @iliveinohio!

 

Thanks for letting me know you were able to get support finally, and thanks again for your patience while we worked through this.

 

Let us know whenever you need us again, please.

 

All the best!

Don | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Nuggetstacker
Tourist
9 0 2

Wow they are doing the same thing to me right now. I have never had a customer complaint or charge back in the 2 years my store has been using this service. They cut me off and are holding $7000 of my money and no one cares! Sounds like the banking partners are actually running the show....shame