Why is my payout still pending after a week?

[sofianek]

Hello, 

I launch a store few weeks ago, and I got order mostly from the Shop App. I received a notification that the shop pay installment are on hold and I need to contact the support. But the contact form don't work.

[Mac]

Hi, @sofianek!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.

Congratulations on starting out your store and receiving your first order. I understand that you received a notification that your payments have been put on hold. This can occur for many reasons, but you will typically notice a banner on the home page of your admin flagging this. You'll want to click on the banner and complete the actionable steps. Depending on the banner, you may need to submit additional information to verify your business and banking information.

If you have already submitted the details, they will be sent over to an internal team for review. This typically does take some time, but they will review them as soon as they can. If approved, the banner typically goes away, or if there is an error in the documentation, you will receive an updated banner or further correspondence from the team. 

You can also flag this instance with our team through the Help Center so that we can take a closer look. To do this, you can ask the Virtual Shopify Assistant to contact support. From there, it'll guide you with your next steps on how to connect with a team member.

Let me know how that goes!

[sofianek]

Hello Mac, 

Unfortunately when I click on the banner the link seems to dead...  Is there is an other way to access the link and submit the additional information.

[Mac]

Hi again, @sofianek!

Thank you for following up.

I appreciate you for trying the steps mentioned in the previous response. If you're experiencing issues with accessing the banner, I recommend trying to access it through an incognito tab, a different browser, network, or device. This will help us determine if the issue is specific to your local setup.

If the problem persists, I suggest flagging this instance with our team through the Help Center. You can do this by asking the Virtual Shopify Assistant to "contact support." It will guide you through the next steps to connect with a team member who can assist you further. We appreciate your patience and cooperation in resolving this matter.

Let me know how that goes!