Payouts Stopped No One Can Help!

[LukeM2]

On August 15th, my payouts stopped, and I require daily payouts for my business to maintain cash flow. It’s now August 26th, and I still haven't received a single payout. Every day, Shopify says a payout is coming and that it takes 3-5 business days to receive the money, but my bank has always received the payouts the same day since I started my business. Now, it’s been 12 days, and I haven’t received a single payout.

Every day, a new payout amount appears, but the money never moves. I've explained this issue in multiple tickets and chats, but each day I get the same response—that the payout is scheduled. Yet, every day it fails to go through. Meanwhile, Shopify continues to bill my account, successfully pulling money from my ever-dwindling funds while never depositing a payout. I’m now facing the very real possibility of having to start shutting down my business next week if this isn’t resolved.

No one at Shopify has been able to help, and every day it feels like I’m dealing with a different agent who just says the payout is coming. I have an open ticket but im lucky to get a single response every 24hrs. This company has the power to make or break your business by simply not paying you. There’s no number to call, and it feels really wrong that they can continue billing your business while holding your funds.

If anyone has any advice for how to get a solid resolution to this issue please help me!

[Victoria]

Hi there, @LukeM2.

Welcome to the Shopify Community, and thanks for reaching out.

We're sorry to hear you're experiencing an issue with your payouts. I'll do my best to share what next steps you can take.

To set expectations, our Community Team is here to help guide you, but for your privacy and security reasons, we do not have access to accounts, tickets, or personal information. This policy is in place as we are unable to authenticate accounts or verify personal details securely over the community forum.

That being said, are you able to provide your ticket ID? While our Community Team does not have access, I can pass this information along to a member of our Internal Team for review.

[LukeM2]

I have three escalated support tickets. None of which have helped. I keep
having to explain the situation and every day they say the payout is
scheduled and nothing changes. I understand that the escalated ticket from
today is still in process.

the oldest ticket is a carry over from the original issue that we had to
fix.

here is a list of circumstances that led to this situation

- I reached out at the beginning of the month to change my bank account
because my previous account was hacked. Shopify requires your old account
information for verification, but I didn't have access to that account
since my bank had closed it and restricted access.
- At that point, I contacted Shopify for help in resolving this issue
and lifting the requirement for the old bank account.
- While waiting for a response from Shopify, I was able to access the
old account after contacting my bank. This allowed me to update the bank
account to the new one without needing Shopify's assistance.
- Once the bank account was changed, everything operated smoothly, and I
received daily payouts for 15 days.
- Then, the payouts stopped, and I received a message asking me to
verify my identity, which I completed.
- After that, I noticed an older message asking me to update my bank
account information again, even though I had already successfully updated
it 15 days prior. Since the bank account information was correct, I didn't
follow the process to update it again.
- Now, my account isn't transacting at all; the money remains in
Shopify, and nothing is moving. I've confirmed that the bank account
information is correct and that my identity has been verified. Every day a
payout is scheduled and every day it just disappears. The last payout says
august 15th. There is currently $7500 to be paid out.

Im not trying to be a cry baby or a pain in the but, but this is my only
means to keep my startup afloat and daily cash flow is critical.


50262353 - 8/27/24
50214101 - 8/26/24
49650663 - 8/04/24

[Victoria]

Thanks for providing those ticket numbers and additional context, @LukeM2.

I can definitely understand the importance of resolving this situation for you and your business. I would like to advise that I have connected with a member of our Internal Team to provide them with your ticket ID's. Our Internal Team will review your ticket(s) and leave a note for the escalated team. 

We appreciate your patience and understanding as our teams work to have this resolved for you.