Your Shopify Payments account is on hold

Solved
gahini-entertai
New Member
1 0 0

can somebody please tell me what this means

 

Accepted Solution (1)

Accepted Solutions
Lilith
Shopify Staff
601 72 161

This is an accepted solution.

Hi, @gahini-entertai!

My name is Lilith, I'm on the Social Care team at Shopify.

It looks like 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 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.

Please provide the Support Advisor with the following information:

Issue Summary: Shopify Payments on Hold

Other: If you received an email and the steps you completed from that email. Otherwise please let them know what you completed from the admin as well since you'll have a banner there with instructions.

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!

Lilith | 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

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Replies 5 (5)
Nick_Marketing
Shopify Partner
831 197 248

Hi,

One of the possibilities is that the account is undergoing a review. Your best option is to reach out to Shopify support directly with this matter.
https://help.shopify.com/en/questions#/contact

- I am an eCommerce and Marketing Technology consultant based in Toronto, CANADA.
- To inquire about consulting work availability, please send me a Private Message.
- For Shopify Tutorials, Subscribe to my YouTube Channel.
Lilith
Shopify Staff
601 72 161

This is an accepted solution.

Hi, @gahini-entertai!

My name is Lilith, I'm on the Social Care team at Shopify.

It looks like 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 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.

Please provide the Support Advisor with the following information:

Issue Summary: Shopify Payments on Hold

Other: If you received an email and the steps you completed from that email. Otherwise please let them know what you completed from the admin as well since you'll have a banner there with instructions.

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!

Lilith | 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

View solution in original post

Conn1r
New Member
3 0 0

I've tried this and I'm unable to use the chat or email them. It redirects my to log into my store (which I do), then it throws me back to the community help center. I have not received and Email with the info asking for additional verification and I have no way to contact Shopify to let them know, very frustrating.

Conn1r
New Member
3 0 0

Why doesn't this link work for me? I have no way to contact them and request the email for additional information and I keep getting thrown back into the same circle with no help, email or chat contact and ultimately, no solution.

Lilith
Shopify Staff
601 72 161

@Conn1r if you use the link in my solution to get to the contact page you can follow the prompts to select the appropriate topic. Make sure you are logged in to your store before you go to that link.

There is a button at the bottom that will show up if you select the appropriate topic and you can find the available contact options at that specific moment in time.

You can also clear your cache on your browser if you're having trouble viewing the contact page.

Lilith | 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