Payments Paused

[UserIE]

Hi all,

Have you came across something like this?

I have my payments paused for more then 3 weeks and I have submitted all the documents required.

My clients are getting charged the money but the money stays with Shopify without any valid reason. I can't do refunds as the account is Paused and this is impacting the business.

Shopify as more then 150k with them and doesn't release the account.

I invloved legal team on this already as this seems robery to me and the support everyday says they are taking care so I shouldn't be worried and that is all I get even after I get this requested to be escalateed.

Can someone help?

[UserIE]

Definitly this is the worst support ever I got in any company.

If they take that long to check documents at least they should release the accounts untill they have the time to do it. I wish I read the comments here before chosing this guys.

I have escalated to risk-management@shopify.com and legal@legal-mailer.shopify.com but no reply yet. Legal and comapny director now involved.

Do you know about any other escalation emails? as support seems to be very keen to do nothing.