My Shopify Payments is on hold and I have not received email

Payments + Shipping & Fulfilment

Topic summary

Multiple merchants report their Shopify Payments accounts have been placed on hold for review, but they never received the promised email with details and next steps.

Common Issues:

  • Dashboard notifications indicate payouts are temporarily held pending account review
  • Expected emails from Shopify are not arriving (checked spam folders)
  • Support tickets opened but no follow-up communication received
  • Technical difficulties accessing live support (automatic logouts)

Business Impact:

  • At least one merchant reports losing sales due to the payment hold
  • Merchants stuck in support loops without resolution

Current Status:
The discussion remains unresolved with no confirmed solutions. Multiple users are seeking advice from others who may have successfully resolved similar situations. The original poster waited over a week without contact after their support ticket was opened.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hello,

A while ago I received notifications the home page of my store dashboard.

  1. Your Payouts from Shopify Payments are temporarily on hold while we review your account

  2. An email with more details about the payout hold and next steps was sent to the account owner.

I checked my email and spam folder and all mail but there was no email from Shopify regarding the issue.

I went to the help section and contacted support. Shopify customer service representative Asia tried to help me and said that there is another department that deals with this issue. She opened a ticket. I received message on my inbox that the ticket is opened.

It’s already more than a week but no one contacted me and I still have not received any email.

I tried to contact Asia using Shopify inbox, no answer.

I went ahead and tried to contact Shopify Support once more, but every time I am logged out while trying to contact to live support.

I will appreciate any help.

2 Likes
2

Its the same for me right now and im loosing a lot of sales…

3

have you found a way to solve this

4

I am having the same issue now. It’s incredibly frustrating and I’m on a loop with support. Did you end up getting this resolved?

5

Did you have any luck resolving this?? I’m having the same issue now