Payments Paused

Shopify Discussion

Topic summary

Multiple merchants are experiencing payment holds by Shopify, with funds being withheld for extended periods despite submitting requested verification documents.

Key Issues:

  • After uploading required documents (Certificate of Incorporation, driver’s license), users continue receiving “update account details” messages without clarity on what’s missing
  • Support cannot specify which details are incomplete
  • Payments remain paused/on hold during review periods (7+ days reported)
  • No clear escalation path exists within Shopify’s support system

Current Status:

  • Cases remain under review by Shopify’s Payments team with no timeline provided
  • One user reports the situation eventually resolved through waiting, though duration and resolution details unclear
  • Participants express frustration over lack of communication and financial impact
  • One merchant mentions potential class action lawsuit due to business distress caused by withheld funds

Outcome: Discussion remains open with no concrete resolution or workaround identified beyond waiting for Shopify’s review process to complete.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Can anyone update me on how your PAYMENTS PAUSED was resolved?

After uploading Certificate of incorporation and drivers license, I continued to receive message

“update account details”.

I contacted support as I was unsure of what details were missing, they could not advise.

By this time, Shopify had PAUSED or PUT PAYMENTS ON HOLD.

I have since contacted support 3 times, always being told my case in in Payments for review.
It has now been 7 days of Shopify WITHHOLDING MY MONEY !!!

This is completely unacceptable practice. No response to inquiry and withholding my funds.

Is there any way to escalate issues withing the Shopify Support channel ?

Any information from your experience with this would be appreciated.

2 Likes
2

We are in a similar situation. I feel there should or will be a class action lawsuit against Shopify as this must be causing other businesses extreme distress

3

there does not appear to be any way to speed up process or get any response. for me it was a waiting game.

totally unacceptable, I wish there was a comparable alternative !