Why is my payout still pending after a month?

[Kevinwu1]

I have a payout pending for almost a month. The order has been completed and it has been delivered. The payment account setting was also successful and I also clicked capture payments for this order. It still shows pending. Why?

[Ollie]

Hey @Kevinwu1.
 
Thanks for reaching out. 
 
Did you happen to check your payout schedule, by any chance? If you navigate to Settings > Payments > Manage on the Shopify Payments gateway, you should be able to see a section to change the payout schedule. With that being said, could you let us know what it is currently set to? As this information will allow us to assist you better in this situation. I took a screenshot from my test store to show you the section I am referring to: 
 
 
Looking forward to your response. 

[Kevinwu1]

It was every week on Monday.

[Ollie]

Hey @Kevinwu1.
 
Thanks for the quick response.
 
In this case, it would be best to reach out to our live support by navigating to the Help Center. Since we cannot authenticate over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics of the payouts. With that being said, when you arrive on the Help Center - you will need to let the virtual assistant aware that you would like to Speak with support and you will be connected accordingly.
 
Let me know if you have any questions.

[jaynew_]

were you able to get your payouts, its been the same for me! Payouts pending for over a month with no date or estimate