My account has been put on hold to investigate the bank detials added that are not mine. I feel frustrated i cannot make contact with someone and these details need removing. Im in the Uk and these are USA accounts citibank
Hello @Debbie_Taylor that’s a payments fraud hold, so it’s handled by a back-office team rather than live chat, which is why it feels like you can’t reach anyone. Check your email (and spam) for a message from Shopify about the hold, replying directly to that thread goes straight to your case. If you can’t find one, go to help.shopify.com and open a support request under Payments/Billing rather than general help, that routes it to the right queue. Hope that helps
Hello @Debbie_Taylor , We’ll appreciate if you keep us updated abkut this here. This seems to be something serious and important which we can also learn to keep safe.
Hey Debbie, I know this is stressful. Ecom_swift_LLC is right this is a fraud protection measure, not something wrong with you.
One thing that might help: this type of hold usually gets resolved within a few days once you respond to the email thread. The back-office team is slower than live chat, but they do respond. Just make sure you’ve checked your spam folder and replied to whatever they sent.
Also, if you have any other admin users on your account, I’d check if they might have added those details—sometimes it’s an honest mistake rather than fraud.
Keep us posted on how it goes it’s useful for others to learn from.
While you’re waiting to hear back from Shopify, I’d change your Shopify password right away and turn on 2-step authentication if it isn’t already on.
Then, check whether anyone else on the account has access, because if the wrong person got in once, they may still be able to change more than just the bank info.
Hi there @Debbie_Taylor
If it was simply unknown bank information being added, treat this as if the account had been compromised. Change password on Shopify account, check staff accounts and permision, and enable 2 step auth. Look for any recent activity on your account that you do not recognize. If ya still have access to the admin, you should remove the not authorized bank info and check your payout info. You could also write down the Citibank info and any weird stuff so you have a clear record as the hold is looked into.