Solved

Why is my payments account on hold for 4 days?

Qamarkhan1
Tourist
12 0 3

Hello!

            My Shopify payments account has been on hold for 4 days!! I received a notification stating that i need to contact support to resolve this issue. I contacted support 4 times already! All of them say that our verification team will reach out to you with a link on which you will need to upload some documents. But it has been 4 days and i have not received such email.

 

Please help in escalating my issue. Ticket number is 46178735.

 

Thank you!

Accepted Solution (1)

Imogen
Shopify Staff
1699 197 292

This is an accepted solution.

Hi there, @Qamarkhan1. Thank you for taking the time to reach out to the Shopify Community with your Payout Hold questions. My name is Imogen. It's good to meet you!

 

To set some expectations for you, we're unable to authenticate users here in the Community. This means that I won't be able to access your account details, your payout information, or any ongoing tickets that you have with our Support Team.

 

Based on the information that you've provided us here, it sounds like you've reached out to Shopify Support recently regarding things, and that the situation was escalated to our Internal Team. This is standard procedure in situations like these, as our Internal Teams are the entities that handle Payout Holds. This should also explain why, when you've reached out to Support numerous times, you've not received any new information, as Support Advisors that you connect with via Live Chat are not privy to the work that our Internal Teams do when handling payout holds.

 

If things have been escalated, then our Internal Team will be connecting with you via email as soon as they've had the opportunity to review the escalation. For now, you will need to keep an eye on your email inbox (including your junk and spam inbox) for any emails coming from the Team. I've chatted with many folks here in the Community regarding payout holds, @Qamarkhan1, and can assure you that your request will be addressed by our team as soon as they've had the chance to review the escalation.

Imogen | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 5 (5)

Imogen
Shopify Staff
1699 197 292

This is an accepted solution.

Hi there, @Qamarkhan1. Thank you for taking the time to reach out to the Shopify Community with your Payout Hold questions. My name is Imogen. It's good to meet you!

 

To set some expectations for you, we're unable to authenticate users here in the Community. This means that I won't be able to access your account details, your payout information, or any ongoing tickets that you have with our Support Team.

 

Based on the information that you've provided us here, it sounds like you've reached out to Shopify Support recently regarding things, and that the situation was escalated to our Internal Team. This is standard procedure in situations like these, as our Internal Teams are the entities that handle Payout Holds. This should also explain why, when you've reached out to Support numerous times, you've not received any new information, as Support Advisors that you connect with via Live Chat are not privy to the work that our Internal Teams do when handling payout holds.

 

If things have been escalated, then our Internal Team will be connecting with you via email as soon as they've had the opportunity to review the escalation. For now, you will need to keep an eye on your email inbox (including your junk and spam inbox) for any emails coming from the Team. I've chatted with many folks here in the Community regarding payout holds, @Qamarkhan1, and can assure you that your request will be addressed by our team as soon as they've had the chance to review the escalation.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

99GRAMS
Tourist
7 0 1

Why do you response all the same 😞 im waiting also a week now... poor communication 

99GRAM$

BC-PC
Visitor
3 0 0

did you ever get this solved?

Qamarkhan1
Tourist
12 0 3

Yeah! It got solved on its own. Shopify team said their banking partners needed some time to review my account and it should take additional 2-3 business days. It got re activated in another 2 days.

joaofelipe25
New Member
22 0 0

What was the message that appeared in your Shopify admin? Can you send a screenshot here? Did they ask you for any proof? I've been in the same situation for 2 days