Shopify payments account on hold while we review

jpgfx559
New Member
4 0 0

Yesterday I was expecting a payout from my Shopify store which is in all my social media links. Today I wrote the chat and I got a ticket number but no email from the “risk team” so I wanted to know exactly how long until I can access my funds? If I am blocked from the platform when will I be able to receive my funds? Hoping an admin sees this thank you 

Replies 7 (7)

Emily
Shopify Staff
1311 101 189

Hi, @jpgfx559.

 

Thank you for reaching out. I am sorry to hear about your store. 

 

I do not have access to your account specific information so I do not have an exact time frame for you. The risk team should get back to you within 1-2 weeks.

 

Please let me know if you have any further questions!
 
Talk soon, 

Emily | Social Care @ Shopify 
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jpgfx559
New Member
4 0 0
Are you able to lookup my ticket number ? 2 weeks is a bit long. I suppose I will have to find another platform to use or just go back to my old TikTok shop thru the TikTok app.
Emily
Shopify Staff
1311 101 189

Hi, @jpgfx559.

 

Thank you for your reply. 

 

I can get our team to look into your ticket, can you please share the ticket ID you were given? 

 
Talk soon, 

Emily | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

jpgfx559
New Member
4 0 0
41644861
The chat told me I provided proper verification already and they would expedite this but I’ve read online Reddit people saying it takes months and months. This is really bad for business. Tomorrow my son would have been 1 years old, but he didn’t make it. 👼🏽 today has been horrible 😒 the next few days will be even worse. I am a live streamer. I own an agency on TikTok, and LiveMe with over 100k fans across both platforms. I try to stay positive but it’s always something
Emily
Shopify Staff
1311 101 189

Hi, @jpgfx559.

 

Thank you for that information and your reply! 

 

Your ticket has been escalated, you can reply directly to your ticket from the Trust and Safety team if you have any questions. 

 

Take care, 

Emily | 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

jpgfx559
New Member
4 0 0
And where do I locate the place to write the team from my assigned ticket?
Emily
Shopify Staff
1311 101 189

Hi, @jpgfx559.

 

Thank you for your reply! 

 

You can reply directly to the ticket via email, or wait until the team emails you and then you can ask any questions you may have. 

 

Take care,

Emily | 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