active business for 3 years now and my payouts have been paused and while support has said they escalated it several days ago and that the review team would just be 2-3 days I haven’t heard from anyone? Now Im seeing from the community that this can be for several weeks! difficult to fill orders when $$ is being held, any advise? Ticket 60503245
Same here. I’ve been a Shopify customer for 10 years and recently added a new business website that shares the same ABN tax number, the same bank account, the business is registered and Shopify have held my payments for over 1 week. They are now holding $1600 of my money with no email correspondence and no idea of when this will be resolved. Welcome to the new digital world everyone where corporations decide when you get your hard earned money. I understand the importance of minimising fraud but these guys are in absolutely no hurry to resolve genuine customers issues or offer guidance through communication. I have no idea why my payments are on hold and I have no idea as to when it will be resolved. I can still receive orders and obviously my customers are my priority so I dispatch them straight away but receive no payment for goods I have paid for and sent out. Get a grip Shopify, this is reality out here in the real world, business is tough. Ticket 60628347 (PS I have contacted Shopify 3 times and same reply…we’ll escalate this and let you know).
Hi @Chris56
I completely understand your frustration — having your payouts paused can be really stressful, especially when you’re trying to fulfill orders. Unfortunately, this kind of payout hold can happen even for long-standing businesses, usually because Shopify Payments needs to review your account or transactions for compliance or risk reasons.
Here’s what you can do to move things along:
1. Confirm the account info
-
Make sure all your bank account, business info, and tax details in Shopify Payments are up to date and correct.
-
Sometimes a missing or mismatched detail can delay the review.
2. Follow up with Shopify Support
-
You already have a ticket (60503245).
-
Politely follow up daily or every other day, referencing the ticket number and explaining the impact on fulfilling orders.
-
Ask specifically:
“Can you provide an estimated timeline for the payout review, and is there any documentation or info I can provide to speed up the process?”
3. Prepare documentation
-
Gather invoices, proof of product sourcing, and order fulfillment info.
-
Sometimes the review team requests documentation to verify the business. Having it ready can shorten delays.
4. Manage cash flow in the meantime
-
If possible, use a temporary line of credit or personal/business funds to continue fulfilling urgent orders while the review is ongoing.
-
Keep customers updated politely if there’s any potential delay — this helps maintain trust.
Important: These reviews can unfortunately take several weeks, not just a couple of days, especially if there’s a lot of volume or unusual activity flagged. Following up consistently and providing all requested info is the fastest way to resolve it.
This is just unacceptable, delays of weeks is not okay! Its negativity effecting real working people!
Still nothing. I’ve now had to stop accepting payments via Shopify and have applied to another payments processor as I cannot allow Shopify to keep holding money and letting it add up each week. I’m now at 2 weeks and no contact from Accounts or their “Risk assessment” dept. Not a single email or notification. If they have emailed me I can’t find it and I’ve asked for them to resend so I can address any issues. Even the support help you get in chat really is a joke….Hi i’m here to resolve any issues and am committed so solving these issues” Something along those lines and when you ask a question about why the money is being held or when might the issue be resolved, every answer is inconclusive like “we’re working towards an outcome, or I’ve escalated this and you’ll hear from the risk assessment team and you ask when and they say “I won’t be able to answer this but rest assured we’re working tirelessly. Honestly, this is a joke. I’m a paying customer, have been for almost 10 years. If this was any supplier of a product or service you would leave them straight away and never deal with them again. I’ll keep you all posted. My suggestion….pause Shopify payments and find another processor even if, like me you need to pay an extra 2% because Shopify penalise you for not using them.
done all this and all we did to trigger this was move to a new home and changed our address. at least that is all they have alluded as being a cause for review. Im going to have to move to a different platform this week if nothing is paid out.
this is exactly what were dealing with as well. what processor are you moving to? I will need to either switch processors or the entire platform before I lose the business.
#4 is great advice…. manage cash flow. How about they just conclude their “review” and un-pause the payouts so that I don’t have to rack up operating debt and pay interest?
So true Chris, I’ve just contacted them again and this is their response “I understand that you are asking us to resend it to you. As shared with you earlier, since it was the team who sent it, here on our side, it is a limitation to resend it as we are using a different platform and tools from the team. Though I can see here that the previous support you spoke with have attached in their notes requesting for the team to resend the email. Currently, we are just waiting for the team to resend the email.” …..2 weeks to send an email. And not just an email, a solution for someone that runs a reputable business just like yourself to actually be paid for the service they provide. It is a joke mate. So, I used to use eway in Australia and I contacted them on Friday and they called me back on Saturday and I should be up and running with them by Tuesday. They charge just under 2% so not much different to Shopify but Shopify penalise me around that as well for not using their processing ! I’ll bear the 4% as I have no choice. Get paid or don’t get paid. Cheers
Did you find a solution? Currently experiencing the same problem
Shopify Payments Paused Since November 2025 and No Resolution
It’s January 2026 and I too have had the very same issue. I too am extremely frustrated and confused. I have reached out to Shopify’s onboarding support via the telephone several times now. I am told that this issue is out of the scope of what they can assist me with and that Onboarding Support will need to pass this on to the appropriate support team. I am then issued a ticket which then gets escalated supposedly and nothing happens. I still see the infuriating red banner that states that Shopify payments are paused. In the meantime there is no follow up and there is no timeline given for when or if this issue will be resolved. I have not even set up my Shopify store yet. Needless to say my experience is quite synonymous with that of others and I am fed up quite frankly. I have also consulted with a Shopify support team member via chat. They stated that Shopify’s Business Operations team is inundated with tickets for this very issue. Why then has there be no response or announcement from Shopify’s Business Operations team? We need more than just canned responses to the Shopify Payments freeze. I myself have hit my limit with this. I may do what others have suggested and just not use Shopify payments. I do not want to be forced to give up on Shopify altogether. Any thoughts?
Please let me know if you managed to get a solution, as we are currently experiencing the same issue. Thanks
Hi @Chris56 .
Payout holds are really stressful, especially when you have been running a solid business for three years. Reply to your ticket referencing the 2-3 day timeline they promised, and also try emailing billing@shopify.com with your ticket number to push things along.
In the meantime, a business credit card can help keep orders moving, and it’s worth reaching out to your suppliers to explain the situation and ask for a little flexibility.
Keep following up regularly, it really does make a difference!.
The email address billing@shopify.com does not work and a auto response is generated that the email has not been received as the email is not active.
Please advise.