Why are my full earnings not being released from my online store?

[rachaelguenther]

I have a question about Shopify payouts. I have about a lot of money in my 'balance' but I'm only receiving payouts that are a fraction of it.

(This is not reserved money. I have money in reserve but the balance is to the left) 

I reached out to Shopify support and they escalated the ticket, but I haven't heard back in a week. I keep reaching out with no response.

The problem is I need that I have spent a lot of money on ads thinking that the payouts were coming but they are not. So currently I owe more on a credit card than I have in my business bank account because I am not receiving the money that I make. 

Have you seen this before? Do you have any advice?

[Blair]

Hi @rachaelguenther,

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

If you haven't done so already, I'd encourage you to connect with us directly. This will allow you to follow up with us 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 Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the 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 resolved. 

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