My payments have been on hold for over a month, i contact customer service and they say the security team will email me, i have emailed them back with all the information they requested, Shopify support then told me to re put in my bank (which i already had the correct one put it in) I do it anyways, and still nothing. every time i reach out to support they tell me that all i can do is wait, horrible service.
Topic summary
A merchant reports payments held for over a month despite multiple contacts with Shopify support. The security team requested information, which was provided, but no resolution has occurred.
Actions taken:
- Re-entered bank account details as instructed by support
- Submitted all requested documentation to security team
- Repeatedly contacted customer service
Current status:
- Support continues to advise waiting without providing timelines
- Only the security/risk team can release the hold
Suggested next steps:
- Request ticket escalation to Payments or Risk team
- Email support with comprehensive details (store URL, ticket number, timeline, documents)
- Verify bank information matches business details exactly
- Consider posting on Twitter (@ShopifySupport) with ticket number for visibility
The issue remains unresolved with no clear timeline for payment release.
Hi @DreamchaserLLC ,
I can understand your concern please follow the below steps :
Ask support to escalate your ticket to the Payments or Risk team if it’s not already.
Email support with all details (store URL, ticket number, timeline, documents provided). Request a timeline for resolution.
Check your bank info carefully — names and details must match your business exactly.
Post politely on X/Twitter (@ShopifySupport) with your ticket number for visibility.
Sadly, only the security/risk team can release the hold, but push for escalation and updates.
Thanks !