I haven't been paid out in over a year and Shopify is not able to give me a reason why.

[KSGB]

Hi there - I am hoping someone can help me. I haven't been paid out by Shopify in over a year. All of my payments say "pending". See below for context. My sales late summer/fall 2024 have picked up and I am making about $6,000 sales a week. I noticed that I wasn't getting paid out so I contacted support. It has been almost two weeks and I just keep hearing: "It's been escalated to our payment team, please wait for them to contact you" but nobody has been able to help me. I have a line of credit that I've used to launch this business that needs to be paid down and I need to order more inventory but I can't because I haven't been paid. This is extremely detrimental to my growing business and I haven't been able to get a reason as to why I haven't been paid. 

Can someone please help me?

Context: I have a small business that is somewhat seasonal. I started last year as more of a hobby and so my sales from this website were very small which is why I didn't notice that I wasn't paid out. I relaunched in August and my sales have grown significantly (relatively speaking for a small business). 

[Merchant-on-SS]

Have you gotten any response via the support chat when you attempt to Contact Support vs these shopify community pages? It appears Shopify is all in on AI for merchants and their first line support in chat. Have you obtained a ticket# or any reference number? Have you been contacted by the "Dedicated Payouts Team" at all? Have you submitted the evidence to them of sales, but no corresponding payout transactions?

[KSGB]

Thanks for your reply. I've tried contacting the support chat many times and the only response that I get is that "it has been escalated to an internal team, please wait for an email from them". I have a ticket number but there isn't really anything I can do with it. There is no timeline given for when I can expect a response. The first support person said within 24-72 hours but that timeline has long passed. There isn't any dispute on whether the transactions are valid - it just says payment pending but for no reason. I'm shocked that this is happening with Shopify - such a reputable company. To further the issue, they continue to bill my credit card for my subscription but I haven't been paid in a year. Please let me know if you have any advice for how to get any traction with support. I am very frustrated and stressed out. 

[Merchanto]

Check the "Payouts" section in your Shopify admin to see if there are any issues like a hold or verification request that might be delaying your payouts. Also, make sure your bank details are up to date, and review any notifications from Shopify regarding payment holds or account verification. This could provide more clarity on why payouts are still pending.

[LukeJax2025]

I have this exact same issue! Did you get it resolved? I have 5 open tickets that don't reply, I've emailed shopify several times and no reply. I do not know what to do!!