Why are my payouts on hold and when will they be released?

[Kimoratamia]

I have been having an issue with my payouts, it’s been like a week & it keep saying that it’s under investigation but they’re not really being specific about what’s under investigation, why or how long my payouts will be on hold. I have had my business open for 5 days! I would like to use my payout money to restock my inventory but I can’t even do that. I’m starting to get frustrated & uncomfortable with this app.

[Victoria]

Hi, @Kimoratamia.

Welcome to the Shopify Community, and thanks for sharing your question.

I can definitely understand the concern and urgency to have this resolved. Rest assured, I'll shed some more light on this topic regarding payout holds.

When using Shopify Payments, our Financial Services team may do checks on accounts and take a look at the overall well-being of a store.  We understand how important this is in resolving this and lifting the hold. Rest assured, our Financial Services team is actively working together with our banking partners in verifying your Shopify Payments/Payouts account on their end. You're still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products.

The team may take up to 1-3 business days to review all details and your account thoroughly, in order to completely verify your account. However, this could take longer depending on the volume of work or if any additional information is required from the team. Therefore, I would request you to keep an eye out for any emails from our team and reply back directly to that email for further clarification. Please be sure to check your inbox, spam folder, junk email, etc.

We understand that this is important for your store's functionality and assure you that we are working on this to ensure the review is completed as quick as possible. Once the review is done and payouts are enabled, you will no longer see the banner regarding the hold on your store's admin.

You can find more information in our Shopify Payments FAQ resource.