Why is my Shopify balance account on hold?

[bran0510]

I’ve had one of the worse customer service experiences in my life. I haven’t even opened my store and my Shopify payments and Shopify balance account is on hold. Mind you I have a Balance and mutilple transfers that were returned because of no warning of a hold. I’ve spoken to 6 different people 2 by chat 3 by phone and the risk operations team and this issue is still not resolved. I not sure how you can say customer support after 5 full days and the issue still isn’t handled. CAN ANYONE HELP WITH WHAT TO DO BECAUSE I CANT GET ANY HELP. 

[Daniel]

Hi there, @bran0510! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform! We have a great group of contributors who are always willing to provide their own expertise and experience with regards to Shopify! 

With regards to this situation however, we always refer you back to that ongoing ticket that you have with our team. You mentioned being in communication with the Risk team. That ticket that you have with them is the best place to reach out to ask for more information on the matter. 

However, in order to get a better idea on the situaiton, what exactly are these interactions informing us about the holds on the account? What are the agents and various teams telling you when you reach out? I look forward to hearing more from you to see how else we can help out.

Also, with those interactions, you should've received an email transcript afterwards. This is a good place to inquire for further information/clarification if you are still unsure as to what is currently happening regarding this. 

More importantly, I understand the need for urgency to resolve such matters but I hope you can take comfort that since you have an ongoing ticket this means that our team in actively handling this matter and will reach back out as soon as a resolution is reached. We definitely appreciate your patienceand understanding regarding this.

[Psb2022]

Was this ever resolved? My balance account is on hold with no warning and not receiving any help. Super frustrating. 

[Daniel]

Hi there, @Psb2022! 

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

Were you able to review the information in my response to the earlier query, by any chance? I definitely hear and feel your frustrations about this matter so I hope to assist you in the best way possible to get your resolution soon after. 

Moreover, account holds are account specific. This is done to ensure the platform and each store are abiding by our regulations and are done quite frequently. We always ask you check your email for any direct correspondence from us as well as your admin for further information on how to go about resolving this.

Are you seeing any of this on your end?