How can I resolve my blocked account and payment hold issue?

Shopify Discussion

Topic summary

  • Merchant with a newly registered Canadian company reports that after their first order, Shopify requested identity and business verification. They submitted all requested documents, but the store was blocked, payouts were held, and Shopify Payments (Shopify’s built-in payment processor) was disabled for an alleged rules violation.

  • They seek clarity on what specific documents or steps are required to unlock the account, reinstate transactions, and release held funds. They also note they are paying annual subscription fees but cannot process payments or fulfill orders.

  • An attached screenshot appears to show the account/payment hold notice.

  • No guidance, actions, or resolutions are provided in the thread yet. Key open questions: which policy was breached, what evidence is needed to comply, and how to escalate or appeal the hold. The issue remains unresolved.

Summarized with AI on January 31. AI used: gpt-5.
1

Hello,

I m disappointed with the shopify service. I have a registered company in the canada 4 months ago now, right after receiving my first order Shopify sent me an email to check my id and all proof related to my business. I sent them everythings but after that they just block my website, put everything on hold saying that i dont respect the shopify rules. They hold my payment and doesnt allow me to do transaction throught shopify payments. I’m very confused here, what do I need to send in order to unlock my account… I m paying te annual fees for shopify but what is the point if i can not treat any payments or order related to my business. Can you tell me how I can solve this issue please? Thank you

@Dripholding

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