Why is my online store's payment account on hold and not accepting orders?

[maraleath]

My store is not accepting order. What,s the matter please let me know about this

[Shay · Accepted solution]

Hi @maraleath 

When you see a banner like that in your store admin the best thing to do is to follow the prompts and contact our live support for additional assistance. There could be a few different reasons why your account is not able to use Shopify Payments at this time. You might need to provide a business license or other identifying information about your online store or your store may not be complying with the Shopify Payments terms of service. 

Our live support may not be able to confirm what the issue is but they will ensure that you get connected to our business operations team who handle these reviews. You can either follow the link in your store admin to contact our live support or you can access it through our Help Center by following these steps: 

Please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for your issue and use the contact support button at the bottom of the search results to see all our live support options. 

As contacting our support is the next step in this situation, I will be marking this thread as solved. Don't hesitate to reply back though if you have additional questions.

[starkshop]

They have been holding our 5-figure money for 10+ days. Support is useless. If you reach out to them, they will just add a note to the ticket saying that you reached out. Finance/Account Team is supposed to look into this issue but support agents do not reach out to them directly. They just add a note to the ticket and nobody sees those notes. I contacted to support 8-10 times at different times and talked with different people. They lie saying that "Team is working on it", "They are investigating it", "They are reviewing it". NO THEY ARE NOT. When I ask support agents how exactly they know someone is working on it, they don't have an answer. They assume it. They just want to close chat and continue with their lives. They say they understand my concern and urgency. How nice. Your understanding is not paying my debts to the suppliers. I need my money. If your payouts are being held, take three deep breaths. Remind yourself that your business will survive this as well. Do meditation to find calm and peace. You will need it.