My shopify funds its held over 250+ days but i didnt have received payout

Payments + Shipping & Fulfilment

Topic summary

Issue: Funds from Shopify Payments are being withheld and the merchant can no longer use the payment service. The merchant seeks release of funds after the promised hold period expired.

Timeline: On Feb 13, 2024, Shopify Legal informed the merchant that Shopify Payments was deactivated; reasons were not disclosed due to security/privacy. Pending payouts were to be held for 120 days with a release date of May 3, 2024.

Current status (latest): As of May 29, 2024, the merchant requested an update and payout but has received no response or funds. They report being billed for an annual subscription despite being unable to use the payment service.

Context: Store name changed from WXY to XYZ; the shop became operational in Feb 2024. Shopify Payments is Shopify’s built-in payment processor; “payouts” are disbursements of funds to the merchant.

Outcome: No resolution yet. Unanswered questions include why the deactivation occurred and when the funds will be released; the merchant requests assistance/escalation.

Summarized with AI on December 25. AI used: gpt-5.
1

Hi Team,

I hope this message finds you well. I’m reaching out regarding my Shopify store, formerly known as “WXY” and now operating under the name “XYZ”.

Back in febuary 2024, after some initial hurdles, I got the store up and running smoothly. However, on febuary 13 2024 I received unexpected news from Shopify legal, stating that I could no longer use Shopify Payments. Despite my efforts to understand the situation, the details remain unclear due to security and privacy constraints. Legal mentioned that my pending payouts would be held for 120 days and released on may 3 2024.

Navigating this situation has been challenging, especially as my business faced difficulties with the withheld funds. I’ve managed to endure and survive, but as of 29th of may 2024, I’ve sent a request to legal for an update on the matter and a release of my funds.

Unfortunately, I haven’t received any response from them. Meanwhile, I’ve been contacted by Shopify billing for the annual subscription, even though I currently can’t utilize the service.

I’d appreciate any assistance or guidance you can provide to help resolve this matter promptly. Your support means a lot as I work through these challenges.

Thanks,