Your payouts from Shopify Payments are on hold while we review your account

anis2
Visitor
3 0 1

Is this a joke or something? Right in the middle of the month when I'm getting constant sales?

 

They have frozen my payouts right in the middle of the month now I can’t do anything and I have bills to pay. I reached out to support and they said they sent an email, which of course I didn't receive. If they’re doing a review they need to get on it ASAP.  I've been on this platform for a year now and this has never happened to me, I don't know why you need to review the account now. when you can just do it at the beginning when I opened my account? 

 

I tried to contact the support group, and guess what? nothing worked, they all sound like robots and no one can do anything apparently when they are the ones that put the restriction in the first place, cause that makes a lot of sense. 

 

They told me 24 - 72 hours and I would hear at least something from them, lets's see what happens!

 

 

 

Replies 31 (31)

amongstfrnds
Tourist
5 0 1

I'm currently experiencing the same issues with no email. Rest assured you're not the only one. I just spoke to support via chat and they didn't give me a time frame. It's really a inconvenience as the hold occurs the day before payout. Shopify needs to fix this issue as they could have verified any accounts / documents needed.

Daniel
Shopify Staff (Retired)
1122 78 173

Hi there, @amongstfrnds

 

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

 

I am glad that you have also had a conversation with our support team regarding this matter. As you have mentioned, you already provided what was needed so it is just a matter of waiting now. As soon as they can, they will provide a response for you moving forward. 

 

I urge you to also visit this help document so you can provide other ways for your customes to complete their purchases since Shopify Payments is on hold. 

 

We truly appreciate your patience and understanding regarding this matter. 

To learn more visit the Shopify Help Center or the Community Blog.

amongstfrnds
Tourist
5 0 1

I'm still able to accept payments. It's just a hold on my account now and I have not received a response in 24hrs.

anis2
Visitor
3 0 1

Shopify in general should do this when you first make an account with them, it would save them so much time, on top we won't be needing to contact support at all.

amongstfrnds
Tourist
5 0 1

exactly is a huge waste of time. Like how are we supposed to explain that Shopify held our money to Suppliers? or even my Credit card company?

Daniel
Shopify Staff (Retired)
1122 78 173

Hi there, @anis2!,

 

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

 

I definitely hear and feel your frustrations regarding this matter. I understand that this hold is not something ideal regarding your business funds but please take comfort that these reviews are very common and not be taken in a negative light. Our internal teams are constantly doing reviews to simply ensure everybody involved is abiding by all parameters set by all partners involved. 

 

I understand that you have spoken to our internal team already and was informed to check your emails regarding this matter. We ask that you check the account owner email inbox as well as your spam folders for this message. 

 

Moreover, you also mentioned a timeframe provided by our team so I suggest to hold tight as a response is coming. As always, we appreciate your patience and understanding regarding our processes here on the platform. 

 

I also attached this help document that provides you with other options in regards to your payment gateways so you can provide other options for your customers to complete their purchases since one is currently on hold. 

To learn more visit the Shopify Help Center or the Community Blog.

amongstfrnds
Tourist
5 0 1

This is a good attempt to remedy the situation @Daniel  but the best way would be if @Shopify would be more pro active in making sure all accounts are verified before receiving any money would be the better answer.

Conway
Visitor
2 0 0

Hi Shopify has had done the same to my payments for near on a month as well as Paypal. Both businesses it would appear are into a money grab. Shopify say the pending balance is mine however as I have not received payment for the orders I have been refunding the customers and Shopify has stopped this from happening. I no longer can pay my account with Paypal so I put up a debit card and they can't process that for my page fees. I have had to place my account on the $9 a month plan and working on making another page that will be using payment options from companies that are from my country so they have laws to abide by. I can not suggest strongly enough if you are with Shopify running a cart that you seriously should look to have an alternative page set up with alternative hosting. Cart 2 Cart is easy to use and copy your page to another platform for if or when you get hit with Shopify's antics.

Joewise
Visitor
1 0 2

It just looks like a big scam to me if you wanted to verify an account or review account you should have been just ask those document when you starting up the account but they will wait till you are making money then they can freeze your account and put your payout on hold..if Spotify banks partner is the problem then I guess they are not fit to be an e-commerce platform they should just shut down you rather making thing difficult for small business owner who are relying on Shopify I think everyone should stop using them 

Conway
Visitor
2 0 0

It turns out that in America no proof is needed per say a business can take people to court for supposed copyright or in my case a trademark breach. It took over 2 months before I was sent legal letters along with 260 other business about this breach. Shopify says they can not rule on if a trademark has been breached this is the courts job, however they did take an image down that in was not a breach. I was sent a blank form as a summons to court thus there is no court case or it is going to happen without my knowledge. The courts did put a hold on all money that American financial intuitions process and without either a court order or a letter from the dicks making this shit up I will never get money released from Stripe or Paypal. I have managed to switch to a payment gateway here in my country but this does cost more as Shopify takes 2% of every sale. I have started to move my web page to an Australian host so I do not have to deal with another country. As we are not bound by American law in my country I can do nothing, if I was to contact the American legal system this will open me up to  their legal system. I did get a letter asking for 8kusd. It is without a doubt new way to scam people for a lot of money using the legal system with lies. I suggest if you are not American you find a payment system that is not American based  for payments and give Paypal a wide birth as well. Shopify use Stripe as the payment gateway.

Wajahat1
Visitor
3 0 0

Every thing was running fine and suddenly i got a notification that the payouts are on hold now while they are reviewing my account . like whats wrong i have done ? how i have submitted every document they asked me , not a prior email i got before they made an attempt to hold my payouts ! 

iusifo
Visitor
3 0 0

This is happening to me but i have no response. I really need my payments lifted

Gmorris1
Visitor
1 0 0

Did you ever get this issue fixed? We are having the same issue at the moment.

Elite500
Visitor
2 0 0

Hello, did you get this fixed?

knightyokohama
Tourist
28 0 1

Since the middle of March 2024 i have not gotten any payouts, any email about it. I have been using SHOPIFY since 2020 and this is the first time. I just need to check some payouts and I found that last one was in the middle on March 2024. Frankly this is bad. I was told, after chatting with AI (not useful at all) and maybe with a real person, that soon I will be reached by someone via email Let' s see but I was very surprised about it. I will keep you informed about it.

Sni9er
New Member
6 0 0

Firstly, I want to express my deep appreciation for Kriss on the support team. Their patience and dedication while we were dealing with our bank was commendable. However, it's clear however that the team needs more resources and training to provide timely assistance.

 

Our payments froze on the 28th of March (2 weeks ago). We were on with the support team for 2 hours yesterday as the error said the issue was with our bank on one page but said, "Your payouts from Shopify Payments are on hold while we review your account" On another, the first support colleague was frankly put useless and assured me the issue was with our bank... we contacted the bank they said of course the problem isn't with them that's just not how banking tech works..

 

Anyway we shared this with the Second support Tech (Kriss) who was great but it literally took 1.5 hours to discover it was a standard review from Their banking partners and has nothing to do with my bank after going through 1 support agent entirely, who assured me the issue was with my bank, I had to send chat logs from my bank to prove I had asked them there was no fault on their end in numerous specificly elaborate ways.

 

Shopify your team needs to be equipped to help on these matters and your in-system messaging needs ALOT more clarity for us you can't say in an email it's an issue with your bank then on another page say it's a review it's clearly confusing not only for us currently starved of vital funds for 2 weeks but it's also confusing your own support team.

 

we've been told the payment should begin in 3 working days or when the review is complete; when I asked when the review would be complete I wasn't given an answer other than "I can't confirm the days when the review will be completed since this will be handled by our banking partners during business hours. Nothing to worry as I already sent them a notification that you follow-up about this matter."

as of this morning we received another email that confuses the matter regarding the payment that has been marked "in transit" since the second of april, the email says:

"Your payout couldn’t be deposited because your bank was unable to process it. In most cases, you need to contact your bank to resolve this issue and then retry your payout.
Your payouts will be on hold until you resolve this issue."

once again this is not helpful in anyway should we be speaking to support again? as somthing clearly has changed since we spoke yesterday or do we leave things until tuesday and continue to starve our business of a third week of primary income???

 

 

For the record, we had received absolutely zero notice about any form of review until we proactively contacted support & investigated the matter ourselves.

 

Please, please Shopify we urge you to do better in this matter that is so very critical to the operation of so many small businesses using your platform.

Luke Daley, Creative Engineer
knightyokohama
Tourist
28 0 1

Did you solve the issue? About me since 3 days ago I have not received any communications. That is very bad. They cannot stop making the payouts without notifying this to their clients. This makes me think that something is going on. Yesterday I tried again to use their service but no answer at all. I will do it later again. 

malanijoy
Visitor
2 0 0

It all seems like a shopify money glitch where they just take our money, it’s kind messsed up but my account was on hold as of the 10th and they said about 5 days and they’ll retry the payout so i guess i’ll have to wait

knightyokohama
Tourist
28 0 1

After opening another ticket I was told that I should wait from 24 - 72 hours. It means Monday I should recieve some info about, but I consider it unethical, unprofessional. If they need to do that at least they must notify clients. I found it out. 

i keep you informed about it. Please do the same.

 

best regards

Sni9er
New Member
6 0 0

Not just yet we will wait until Tuesday(3 days) then we will go back to the support team as they had told us 3 business days on the chat but it's not a great time

Luke Daley, Creative Engineer
knightyokohama
Tourist
28 0 1

After opening another ticket I was told that I should wait from 24 - 72 hours. It means Monday I should recieve some info about, but I consider it unethical, unprofessional. If they need to do that at least they must notify clients. I found it out. 

i keep you informed about it. Please do the same.

 

best regards

malanijoy
Visitor
2 0 0

i will keep you updated i spent about a hour talking to customer support last night and they’re saying my account has no external issues just needs to go through the  standard review

knightyokohama
Tourist
28 0 1

After opening another ticket I was told that I should wait from 24 - 72 hours. It means Monday I should recieve some info about, but I consider it unethical, unprofessional. If they need to do that at least they must notify clients. I found it out. 

i keep you informed about it. Please do the same.

 

best regards

 

dona

from Japan Yokohama

Caliberapparel
Visitor
3 0 0

Any updates? My payouts have this same message and have been on hold since 3/19. I’ve already filed a BBB complaint with zero response from the company - and tomorrow I’ll be filing a federal trade commission ticket, this is highly illegal 

knightyokohama
Tourist
28 0 1

I was told, after opening a new ticket that I should wait from 24-72 hours. With the first ticket I was told to wait that soon I would receive an email. Now in Japan is Monday I should wait until tomorrow, Japanese time. Frankly that is bad, very bad. At least they must notify this...I found it out. I do not know if it is illegal but I can say without insulting anyone that it is unethical, unprofessional and counterproductive for both side. Please keep us informed about it. I will do the same.

Sni9er
New Member
6 0 0

72 working hours have passed and we have not received payout as promised by support on Thursday 

 

I have raised the flag with Support agent Rahul who wen asked gave the update:

 

I've just received an update from our team that the review of your store is nearing completion. I understand how crucial these payouts are for your business, and I want to assure you that we are doing our utmost to expedite this process.

 

We pushed for a new committed time/date but we were denied only with the affirmation it would be completed "promptly" in response to this I have confirmed I will be contacted support again tomorrow at the same time to push for a further update. I will then increase to twice a day contact and increase frequency until we have a resolution.

 

We are quite disturbed to face such a delay on payouts which are the very lifeblood of our business (and is for any others facing this delay to payouts without so much as a courtesy email about the matter..) and deeply hope they can review how this process works so there is more clarity for everyone involved.

 

 

Luke Daley, Creative Engineer
Caliberapparel
Visitor
3 0 0
I’m happy you are able to obtain an update - mine have been on hold for a standard review since 3/19 and zero updates. When I contacted sooort again yesterday they advised they see zero notes and he would follow up with their internal team but still no update or lifting the hold
knightyokohama
Tourist
28 0 1

Dear Luke, I have opened two tickets: one managed by Rodney and I have not gotten any reply for a week; the second one is with JEFF who, at least, gives me some info.

The result is that after a week I have not been contacted by anyone how to solve this issue and all my payouts are an hold since middle of March. I was told 24-72 hours, now it has been a week and from SHOPIFY only emails in order to take more time.

If I say that this is bed, it is not enough. 

What did you block my payouts? it is not a problem from my BANK. do you know why? because I sues also STRIPE and guess what? regularly I am receiving payouts from STRIPE every week.

Thus it is your side problem and being more than a month I start thinking that there is something bad and unclear about it.

I am totally unsatisfied about your support, service and behavior.

 

No gaining time emails. Just unblock and men my payouts work. 

 

Regards

 

Donatello Masellis

from Japan

 

 

Sni9er
New Member
6 0 0

Sadly again today another support agent re-affirmed there is no timeline but ahain gave assurances it would be soon 

 

The situation will become quite desperate for us in a few weeks if we are deprived of our money, as bills payroll and overheads are withheld from us.

 

We are feeling incredibly anxious and quiet upset to be put through seemingly a random 'standard' review with absolutely zero clarity or notice from Shopify.

 

If you are reading Shopify team.. we are in a a dark place 😥

Luke Daley, Creative Engineer
knightyokohama
Tourist
28 0 1

Same thing to me. Frankly I lost all trust towards SHOPIFY even though for example tomorrow, or soon, the payouts are back. The reason of this is the LACK of communication that in a case like this I think that it is essentials.

 

I will keep you I formed about and any communication I will have I will report here.

 

Donatello Masellis

from Japan

Sni9er
New Member
6 0 0

Well without ceremony we recieved an email on Friday detailing our hold was lifted

 

It feels like a weight is lifted and we wish all the best for others in this boat and can only ask Shopify reconsider how they handle communication in these trying times 

 

All the best folks!

Luke Daley, Creative Engineer