Payments Paused

Shopify Discussion

Topic summary

A merchant’s Shopify Payments account has been paused for over 3 weeks despite submitting all required documents. Customer payments are being collected but held by Shopify—approximately 150k—while the merchant cannot process refunds due to the account pause.

Key Issues:

  • Funds are frozen with no clear timeline for resolution
  • Unable to issue refunds to customers, creating business disruption
  • Daily support responses provide reassurance but no concrete action

Escalation Attempts:

The merchant expresses extreme frustration with support responsiveness and questions the legitimacy of withholding funds. The situation remains unresolved with no indication of when account access will be restored.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Hi all,

Have you came across something like this?

I have my payments paused for more then 3 weeks and I have submitted all the documents required.

My clients are getting charged the money but the money stays with Shopify without any valid reason. I can’t do refunds as the account is Paused and this is impacting the business.

Shopify as more then 150k with them and doesn’t release the account.

I invloved legal team on this already as this seems robery to me and the support everyday says they are taking care so I shouldn’t be worried and that is all I get even after I get this requested to be escalateed.

Can someone help?

1 Like
2

Definitly this is the worst support ever I got in any company.

If they take that long to check documents at least they should release the accounts untill they have the time to do it. I wish I read the comments here before chosing this guys.

I have escalated to risk-management@shopify.com and legal@legal-mailer.shopify.com but no reply yet. Legal and comapny director now involved.

Do you know about any other escalation emails? as support seems to be very keen to do nothing.