Shopify Balance Card disappeared, and my balance did too

[Migzy]

I about 6 months ago I changed my settings so that sales would be deposited in my "Shopify balance card" and not my bank. I could see the card and the balance, and payments (for postage etc) were subtracted from there (I'm on yearly billing so that is already taken care of). About a month ago I tried (for the first time) transferring my Shopify balance to my bank. It was only about $200 I tried to transfer. It flagged the transfer and "froze" it. Now, I can't see the card or the card's balance. I don't know where the revenue is even going. Something is seriously wrong. Where is my money? And why would it even freeze for something as simple as a bank transfer?

As you can see in this screenshot, there is no way to see my balance now in the finances tab. 

[Summer]

Hey, @Migzy! We'd love to look into this for you. Could you please visit our Help Center and start a chat with the AI assistant to create a support ticket? We'll investigate this then. Thanks! 

[Migzy]

I have been attempting to do this all day. I need a direct line to the
Shopify Payments team or whatever. They sent me a ticket number I never
received. If they sent me communication, why isnt' it in my shopify inbox?
This is a total MESS.

[Sophia]

Any communication from Shopify will come to the email address connected to your account. If you speak to Shopify Support via live chat or email, they can escalate your ticket to the Shopify Payments team.