Your payouts from Shopify Payments are on hold

[BenHogan]

recently just started my store and haven't even opened it up yet for sales and I'm being hit with these 2 messages

"Your payouts from Shopify Payments are on hold

Your Shopify Payments account needs to be verified. You can still make sales while your payouts are on hold"

"Some of the information you provided for Shopify Payments couldn't be verified. Please contact support to complete the verification"

now ive gone through all the information and everything is correct and can not find anymore information on what to do and how to fix this, can someone please provide some insite on how to fix this issue

[Summer · Accepted solution]

Hey, @BenHogan! Welcome to Shopify Community!

Because your concern involves sensitive information, we’ll need to access your account in order to investigate this issue and determine how to resolve it. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

In order to save some time, and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your answers as quickly as possible.

Issue Summary: Documentation provided for Shopify Payments verification cannot be verified

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

[BenHogan]

HI,

im finding it hard to find where it is i need to go to contact you personally to chat, can you please help me out with this

[Summer]

@BenHogan Absolutely! After visiting https://bit.ly/3cJkx8V and logging in there, enter your topic of concern in the search box. Then, scroll down to the bottom of the page and click Continue underneath Get Support. You'll find the options to contact us on the next page.

[BenHogan]

still not 100% on where about's of the support thread i would love to be linked or something because not to sure why money is being held

[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.

[Barb2098]

https://globalnews.ca/news/10982033/small-b-c-business-voices-frustration-with-shopify-after-payout-...