Hi
I am setting a new Shopify store.
I completed the set up on Shopify payments but something seems to have gone wrong.
I have received message saying Shopify Payments account is on hold and I need to contact Shopify. When I click on the message I am sent to the support centre.
Can someone tell me how I can amend / update / address the Shopify Payments requirements so that I am no longer on hold?
If it’s telling you that you need to contact Shopify, then that’s what you’ll need to do.
When you get to the support center page, there’s a chat box on the right-hand side. Say something like “I am having an issue with Shopify Payments being on hold” … and then the AI bot will give you a generic answer. Select “I still need help” at the bottom of the chat box, and then follow the prompts to start a conversation with a real person. From there, you’ll get to chat to an actual Shopify employee, and they can work with you to resolve the issue.
Hi, @Luvin_Life .
Welcome to the Shopify Community.
Merchant’s who use the Shopify platform undergo this routine review for their Shopify Payments/Payouts.
Rest assured, our Business Operations Team is actively working together with our banking partners in verifying your Shopify Payments/Payouts account on their end. You’re still able to resume business and this hold does not prevent your customers from accessing the checkout and purchasing products.
The team may take up to 1-3 business days to review all details and your account thoroughly, in order to completely verify your account. However, this could take longer depending on the volume of work or if any additional information is required from the team.
Therefore, I would request you to keep an eye out for any emails from our team and reply directly to the email for further clarification. Once the review is completed and payouts are enabled, you will no longer see the banner regarding the hold on the home page of your store admin.
As @StephensWorld has mentioned, you can follow the steps they’ve shared to contact support and create a support request.
I hope this helps!