Your Shopify payment account is on hold

[Mangkfoon]

Hi it says that my Shopify payment account is on hold and I can’t accept new orders with Shopify payments. I didn’t receive an email asking me to verify anything. How can I fix this issue and accept payments. 

[Ava · Accepted solution]

Hey, @Mangkfoon!

I'm Ava from Shopify Support 👋

I'm sorry to hear your payouts are on hold! This is something our Financial Services team will need to investigate, so we’ll need to access your account in order to resolve this issue. 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 our Help Centre and log in to your account to create a support request. 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!

Ava
Social Care | help.shopify.com

[Na91]

Hi I’m getting the same message .. how they’re not asking me to verify anything I set up payment arrangements on my Shopify capital loan, so I just want to know at least what’s the time frame that Shopify will continue to hold my funds 

[Don]

Hi there @Na91!

I'm just helping my colleague Ava out with some replies here.

Could you clarify for me if you're being asked to submit documents for use with Shopify Payments by a notification in your admin or anywhere else?

If so, you'd need to submit any identity or proof of address documents by uploading them there or by getting in touch for account support via our Help Centre here.

Let me know if this is not what you're referring to here, so we can be sure to get you pointed in the right direction.