Payouts on hold

[cthreads211]

I reached out to shopify support for assistance with changing my payouts account as the system had an issue where it asked me to verify existing account numbers in the store settings, but would not verify even with the correct details entered. Shopify then decided to lock all of my payouts and requested information to verify my account before the account change could be made. I promptly submitted all details to the payouts team and despite many follow ups with support, my funds remain locked over a week later.   Support chat insists there is nothing additional they can do besides mark it as high priority, and the payments team is unresponsive via email.  

What else can I do to get this resolved? I have thousands in funds that are being held and I'm not sure how a business is expected to operate without money coming in.  

[SealSubs-Roan]

Hi @cthreads211 

As per experience, issues like this will take time however, it should be resolved if everything needed was submitted. I highly suggest that you wait for a follow up email from Shopify customer support team as they are the one that have a better view you with your account issue. 

[Olilon]

Good luck, my shopify payments have been on hold and under ‘review’ for over three months now, they originally said it should take two days. I have used the online chat assistant countless amount of times who say they are marking the issue as priority but this has achieved nothing. I reached out a month ago to the only shopify email address i could (the legal department) but heard nothing back. Not too sure why I’m paying shopify or spent weeks building a site just for such poor customer service and no update or contact.