Why is my payment still pending after 6 days?

[Arbab_Momin]

Hi There!

I've set up my Shopify payment gateway and website. I made an order myself to check the payment processing and all. It's been 6 days and I haven't received my payment into my account. The status shows "Pending".

Looking forward to guidance. Thanks!

[Kimi]

Hi, @Arbab_Momin.

 
If you navigate to your Shopify admin and click Settings > Payments > View payouts, do you see a specific date next to your payout status?
 
Some orders can be placed in a Pending state before the transaction is allocated to your next payout date and be delivered to you. Once a payout date has been determined by the system though, a specific date should show up next to each of the orders in your payouts page, to give you an indication on when the system will process the transaction and have it sent through to your nominated bank account. I'll leave some of our guides below for more information on payouts:
 

• View and schedule payouts
• Missing Shopify Payments payouts

Can you also navigate to Settings > Payments > Shopify Payments > click Manage, then scroll down to the Payouts section? You should be able to see your payout schedule, and if you've selected the weekly or monthly option, this could be why your payouts are still in a Pending state.

 
If you've chosen the daily option as your payout schedule however, and are still not seeing a specific payout date for your orders, it's time to contact our live support team so that we can securely access your account and check your payouts from our end. You can contact our live support team via the Help Center here, where we'll then be able to assist you further with this matter.

[Arbab_Momin]

Thank you for the clarification. However, I can't see the payment date in the screenshot below.

[Arbab_Momin]

As you can see that its scheduled on every business day.

[Kimi]

Thanks for the screenshots, @Arbab_Momin.

Where is your store operating from? For context, the amount of time between the date that your customer's payment is captured by the system, and the date that this same payment is sent to your nominated bank account will depend on the region that your store is based in. You can navigate to this help guide, click your country from the list, and navigate to the Pay periods section within that page. It'll have more information on the pay period and schedule for the country that you're based in.

Keep in mind, however, that you'll still be required to follow the pay period for your region even if you've chosen your payouts to be scheduled daily. For example, merchants in Ireland can choose a payout schedule of Every business day, but because the pay period for the region is 3 business days, a payment would still need to clear this pay period before it can be added to a payout. On top of that, the sent payment may not appear in your bank account right after they're sent, as banks can take between 24-72 hours to process deposits to your bank account.

In regards to your payout in not showing a specific date however, can you confirm if you've fully set up your Shopify Payments account, and that the account isn't currently under review? When a Shopify Payments account is under review, our accounts team and banking partners are currently authenticating and reviewing your account information to make sure that the information you've shared with them is accurate. Depending on the type of hold on the account (whether it's a payout on hold or an account hold), a store's payout may be held until the review process is complete. You can find more information on the Shopify Payments review and verification process in this guide.

To check if your Shopify Payments account or payout is on hold, you can:

1. Check your admin notifications by clicking the bell icon on the top-right hand side of your Shopify admin. This should then reveal all of the relevant notifications for your store. If your Shopify Payments account or payout is on hold, and if our team requires you to upload specific documents, you should see a notification for this within this section. You can click on it to then be taken to the relevant page to proceed with your next steps.
   
   

2. If you don't see any notifications related to your Shopify Payments account, then as previously explained in my initial reply you'll need to get in touch with our internal team so that we can take a closer look at your account to investigate why your payouts are stuck in a pending state.

[Arbab_Momin]

@Kimi 

The location is the UK. My pending Net Amount is 1.26 GBP 

[Kimi]

@Arbab_Momin 

The minimum payout amount for Shopify Payments in the UK is 1 GBP, so technically the system should be able to process your payout. If the total amount is less than 1 GBP, typically a payout would stay in a pending state until more funds are available on your store, to meet the 1 GBP requirement.

Have you spoken with our live support team about this matter, however? If you haven't already, please open a support ticket with our internal team as I won't be able to check your account to cross-check this payout situation via the Community Forums.

[Arbab_Momin]

@Kimi 

Kindly share the link so I can generate the ticket or chat with live support. I need to set this up urgently, please. I'm sharing another screenshot here and you can see that there's another payment which is also pending since Friday

[Kimi]

@Arbab_Momin 

I shared a link to our Help Center in my first reply to you on this Forum thread, on the very last paragraph — have you not been able to access that link from your end?

To contact support, you'll need to create a support request from our Help Center. You can do this by asking the AI assistant in the Help Center to "contact support", after which it'll provide you with prompts that you'll need to follow in order to be connected with a live support team member. 

[Arbab_Momin]

@Kimi 

I have already spoken to 4 of your representatives and the issue is that I have provided all the documents but still I havent received my payments. Its been 10 days. Please get in touch with your finance team and let me know what they want, whats the barrier. Please

[Kimi]

@Arbab_Momin 

Please note that if this is the first time that you'd be receiving payouts on your Shopify Payments account, that new accounts have a longer waiting period for their first payout. This has been set by our banking partners and can typically be anywhere from 7 to 14 days. 

I'd like to reiterate that our Community Forums team can't check accounts or support tickets from our end, due to security and privacy reasons. So if you've already spoken with our live support team, rest assured that they would have actioned your ticket and concerns appropriately.

For any further questions regarding your payouts, please continue speaking with our live support team so that they can provide the most appropriate update for you — again, I won't be able to check this on my end, or speak with a Shopify Payments team member, so our live support team will be best equipped to support you with this matter moving forward. 

[Arbab_Momin]

@Kimi 

I'll simply wait then. Thank you!

[Arbab_Momin]

@Kimi 

Hi, I'm mentioning in the same thread again that my payments are still pending from 5th Sept. I need someone from the team to inform me via email at least so If they require some other sort of document, I could share so my payments are released and I could start working for it properly.

[Kimi]

Thanks for looping back here, @Arbab_Momin.

As much as I'd like to help, I'd like to reiterate once more that I don't have any access to accounts or support tickets from my end here to offer you the most appropriate support with this matter. I won't be able to reach out to a Shopify Payments team member about your case either from my end, as it requires account access and authentication, both of which I do not have.

So from here, if you already have a support ticket open with one of our support team members, please reply to them directly so that they can further assist you. You can also opt to re-contact our live support team via live chat too, if preferred, so that they can cross-check your Shopify Payments account status and speak with a Shopify Payments team member on your behalf, where necessary.