A merchant is experiencing frozen payouts after attempting to change their payout account details. The system failed to verify correct account information, prompting Shopify to lock all funds and request verification documents.
Current Status:
Over one week has passed since submitting required verification documents
Thousands of dollars remain inaccessible
Support chat can only escalate to “high priority” but offers no additional solutions
Payments team is not responding to emails
Community Response:
One user suggests waiting for Shopify’s follow-up, noting these issues take time to resolve
Another merchant reports a similar situation lasting over three months (originally quoted as two days), with chat escalations proving ineffective and no response from Shopify’s legal department
The discussion remains unresolved with no clear timeline for fund release or concrete next steps beyond waiting for the payments team.
Summarized with AI on October 28.
AI used: claude-sonnet-4-5-20250929.
I reached out to shopify support for assistance with changing my payouts account as the system had an issue where it asked me to verify existing account numbers in the store settings, but would not verify even with the correct details entered. Shopify then decided to lock all of my payouts and requested information to verify my account before the account change could be made. I promptly submitted all details to the payouts team and despite many follow ups with support, my funds remain locked over a week later. Support chat insists there is nothing additional they can do besides mark it as high priority, and the payments team is unresponsive via email.
What else can I do to get this resolved? I have thousands in funds that are being held and I’m not sure how a business is expected to operate without money coming in.
As per experience, issues like this will take time however, it should be resolved if everything needed was submitted. I highly suggest that you wait for a follow up email from Shopify customer support team as they are the one that have a better view you with your account issue.
Good luck, my shopify payments have been on hold and under ‘review’ for over three months now, they originally said it should take two days. I have used the online chat assistant countless amount of times who say they are marking the issue as priority but this has achieved nothing. I reached out a month ago to the only shopify email address i could (the legal department) but heard nothing back. Not too sure why I’m paying shopify or spent weeks building a site just for such poor customer service and no update or contact.