Apparently, Shopify has made some changes to some of the banks that they use for payouts (at least that is what they told us). Anyway, we have gone from receiving our payments every day to now (as of May 1st), nothing. We have made numerous calls and participated in endless chats and everyone keeps telling us that the man behind the curtain (the Balances Department) are the ones we need to speak to. The only problem is that we have emailed them (along with endless promises from customer service telling us that they are going to escalate it) and we have heard NOTHING.
It would be nice to actually hear back from someone within the company on this matter. But I know the whole point of this page is to make customers feel like they are being heard.
Any insight would really help.
Hello @sambatree
You’re definitely not alone in this — several Shopify merchants have been reporting similar issues with delayed or missing payouts starting around May 1st. While Shopify hasn’t made a broad public announcement yet, what you’ve been told about changes to their banking partners seems to align with what others are hearing through support channels.
Here’s what’s likely going on based on current patterns and similar cases:
- Banking Partner Changes Are Causing Delays
Shopify appears to be transitioning payout processing through different banking institutions. This type of backend change can trigger:
. Delays in payment schedules
. Temporary holds or verifications
. Mismatches with account details or settlement times
-
Balances Team Is Hard to Reach
The Shopify Balances Team is notoriously difficult to get direct contact with. Most support reps are frontline agents who can’t see into the payout queues or internal ledger systems. Unfortunately, escalations often take days or longer, and responses are sparse — you’re not being ignored, but they are severely backlogged. -
Recommended Immediate Steps
Until Shopify publicly clarifies the issue, here’s what you can do:
. Double-check your payout schedule under Settings > Payments > View Payouts to confirm if Shopify has paused or updated your payout date.
. Verify your bank account details — even small mismatches during partner transitions can trigger silent holds.
. Request a ticket number and escalation reference every time you contact support — it forces more accountability.
. Post the issue on the Shopify Community Forum and tag it appropriately — Shopify staff do monitor those threads, especially when issues become widespread.
. If the situation remains unresolved past 7–10 business days, consider filing a formal complaint via Shopify’s Legal Support page or by contacting the financial regulator in your country (especially if you’re based in the U.S. or Canada).
You’re absolutely right to feel frustrated, especially with your business cash flow on the line. If you’d like, I can help draft a strong message to escalate internally or guide you through posting this issue publicly for more visibility.
if you need more plz let me know
Thank you 
So far I have about 13 tickets and counting on this issue and there has been no response from anyone except “Keep watching your email”. The crazy thing now is that I just got an email from Shopify Capital telling me that they failed in processing a payment because there was not enough in the account. You literally cannot make this up!!!
I have tried twitter and again, complete radio silence.