Payouts are paused (dealing with unresponsive AI slop support responses)

Technical Q&A
1

Hey all,

I’m new to Shopify and am still setting up my store. Recently, I’ve received the following banner message below.

Screenshot 2025-10-14 at 6.57.20 PM

I don’t have any idea what’s going on I’ve reached out to their support team twice now. They haven’t been helpful it seems like their live support is just gated by a chat agent that hallucinates its resolution of the inquiry.

E.g. -

“““

Thank you so much for waiting on hold, Sir. As promised, I have reach out to the Shopify Payments team and after reviewing your case, they’ve informed me that they’ve requested additional clarification from Stripe regarding your payouts. Once Stripe provides the necessary details, the team will be able to offer a more specific update and resolve the issue.

I understand how important it is to get this resolved, and I want to reassure you that I’m staying on top of it. I’ll continue to follow up with the team and make sure you’re informed in real-time as soon as I hear back from them.

I truly value your patience and ongoing understanding. Besides this, anything else that I can check for you?

I believe we’ve got everything sorted out for you now. If something new comes up later, don’t worry, you can always reach us through our live support channels

, and we’ll be glad to help you out anytime.

I will now conclude this live chat session and will proceed to send you an email with the ticket code to your provided email address. If you require further assistance, please feel free to respond to the email or feedback. We are more than happy to assist you further. Have a wonderful day!

“““

It would be nice to get some help on this matter. Thank you!

2

@mm0d2010
Hey, I completely understand your frustration here. The banner you are seeing most likely means your Shopify Payments account is currently under manual review or verification, which is why your payouts are paused. When that happens, general support agents can’t directly resolve it because only the Payments or Risk team has access to those cases.

Here’s what you can do to move things forward.

  1. Reply directly to the most recent email from the Shopify Payments or Risk team, even if it’s automated. That keeps your ticket active in the correct internal queue.
  2. Avoid opening multiple new tickets or chats about the same issue, as that can split the case and slow the process.
  3. If you haven’t received any update within five business days, go back to live chat and give them your original ticket number. Ask specifically for confirmation that your case is still assigned to the Payments team and hasn’t been closed prematurely.
  4. While waiting, double-check that the legal name, business address, and bank details in your Shopify Payments settings exactly match your uploaded verification documents. Even a small mismatch can hold up reviews.

If you want, I can outline the typical review stages and what kind of documents they usually request so you can be ready for the next step.

Please feel free to contact our expert support.

3

How can I tell which e-mail is from the Payments or Risk tema?