Shopify Payments Hold + No Email from Support

[OswaldoB]

Hi everyone,

I'm writing to express my extreme frustration with the recent hold placed on my Shopify Payments account. There was absolutely no warning or explanation for this, and it's causing significant inconvenience to my business.

It's been almost 72 hours since my account was put on hold, and I've yet to receive any updates or communication from Shopify support via email. I've checked my spam folder as well, but there's nothing.

This lack of communication is unacceptable, especially considering the impact it's having on my ability to process orders and fulfill customer requests.

I've tried reaching out to support through the Help Center, but haven't gotten anywhere.

Is anyone else experiencing similar issues? More importantly, has anyone been able to get a hold of support regarding a hold on their payments account?

Any advice or help would be greatly appreciated.

[SealSubs-Roan]

Hi @OswaldoB !

Since this is an account issue, I know it is not ideal though, the best course of action is to keep an open communication with Shopify support team as they are the only one has a better view of your account status. If after one week and you have not heard from them, try to reach back and request for a follow-up on your concern. 

[OswaldoB]

It's for sure been more than a week now and I'm growing concerned. I did reach back out today for a follow up and I'll update on the outcome. It's now been 12 days

[Blair]

Hi @OswaldoB,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

As your payouts remain on hold, I'd encourage you to follow up with us directly by starting a live chat. This will allow our support team to check on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

To connect with us, you can: 

• Head over to our Contact Page. 
• Enter 'Can't log in' into the chat box.
• Select the 'I still need help' option
• Select the 'Account Support' prompt to view our available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets disabled. 

Please let me know if you have any other questions or concerns. 

[OswaldoB]

Hi Blair and thanks, I definitely already reached out and escalated the concern over a week ago. I'm still waiting. With no communication from support what so ever.

[Blair]

Thanks for the prompt reply @OswaldoB!

To clarify, have you followed up with us using the steps I've shared? This will allow our support team to check on your open ticket and confirm that the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

As mentioned however, if it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are experiencing a higher than normal volume of requests and wouldn't be able to provide an expectation on when you will receive a reply. 

The best thing you can do is follow up with our support team directly!

[OswaldoB]

I've been trying to get support for the past two weeks with no response. My ticket was escalated on June 10th, but I still haven't received any emails or answers. My funds are still on hold, and it’s been almost a month. This delay is unacceptable and has become a significant inconvenience. I have to check for updates every week with no progress. I need this issue resolved promptly.

[OswaldoB]

Now were going on 3 weeks, this is absolutely unacceptable. I'm going to keep a bi-weekly post going to update people on progress, this way they can have record of how long something like this takes to complete on Shopify's end.

[Ellie881]

Was this ever resolved for you? We are currently on day 12 of this with no communication or resolve.

[Ragezone]

Hi Oswaldo, I definitely feel your pain. We just got told by our accountant that we hadn't been paid since the earlier part of this year and because we have such high expenditure it's gone under the radar while we expand. 

Shopify is now holding over 25K of our generated revenue and no email from support was sent, no alarm on my main page saying payouts are withheld. I've escalated several conversation and have been waiting for over a week. Unbelievable.