For almost 2 weeks, my account says, “Payouts are paused. Update Shopify payments account details to resume payouts”. I have been contacting support about this issue and nothing has been done. It is very frustrating paying for a service I can’t even use or get help with. I have re-added my payment information, but nothing has changed. I’ve contacted support 4 times and keep being told I will be contacted and nothing. My other store, I’m setting up, does not have this issue. I need help getting this fixed, pleeeease
Topic summary
Multiple Shopify merchants are experiencing prolonged payout pauses, with funds held for periods ranging from 2 weeks to 6+ weeks. The issue began appearing around early March 2024, affecting numerous users who receive identical error messages instructing them to “update Shopify payments account details.”
Common Problems:
- Payment details are already correct and verified, yet the pause persists
- Support tickets are repeatedly “escalated” with no follow-up or resolution
- Each support interaction takes 30-45 minutes but yields no progress
- No clear timeframes provided for resolution
- Some merchants have thousands of dollars held ($1,100-$10,000+)
Attempted Solutions:
- Re-entering payment information (unsuccessful for most)
- Multiple support contacts (4-7 times reported)
- Submitting verification paperwork (with looping requests)
Potential Workaround:
One user reported success after requesting escalation specifically to the “business operations team” and “payments team,” emphasizing cash flow impact. Their payout moved to “scheduled” status within 72 hours and processed successfully. Another user suggested trying a different email address if the original was disabled.
Current Status:
The issue appears systemic rather than isolated, with reports spanning multiple forums. Most cases remain unresolved, causing significant cash flow problems for small businesses.
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Would you let me know which specific reason cause your payout paused.
It’s clearly says to update the Shopify payment details. Ensure that all details must be correct.
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They are and have been updated. I stated in my original post
Sometime Shopify more time due to numbers of payments approve.
The only solution that you can wait.
2 weeks of waiting for help is ridiculous.
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I have the same issue. Been waiting for my “Escalated” ticket to be address but nothing for days. Agree it’s quite frustrating paying for a service that is not being addressed. I should be fighting the bill this month for providing a non-usable service.
I’ve updated the bank account through Plaid, it says verified and there are no other places to update. Just waiting now…
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Me too! It’s been since April 5th and I’ve been on chat with support four times. Each time takes 3o minutes. I’ve submitted the necessary paperwork and the payouts are paused keeps looping back even though I’ve provided the documentation verifying my business. I’ve received no help. One email with a link back to the page where I submittee the documents again. I don’t know what todo. I’m a small business and they’re holding $1100 I need to pay my bills
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I haven’t even been sent paper work to fill out! Literally cannot get ahold of anyone and just that my ticket is “escalated”. What should I do?
Seems like a very convenient situation for shopify payments to go down so they can charge an additional 2% for doing nothing and providing literally zero service for users having to use another payment provider…
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You’re still dealing with this issue? How long has it been? this is ridiculous, im going through the same issue right now
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Going on about 2 weeks. We should all flight the credit card bill to reduce the subscription payment amount proportionally for every week we cannot access shopify payments.
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Do you still have this issue? It sounds like I have the same issues, its been 6 weeks for me now Ive been getting in contact with customer support who after 1/2 an hour can confirm ‘its been escalated’ and someone will be in contact, but no one has ever got in contact with an update and when I ask how long is it until someone can look into it, I just get told its with another department and they don’t know … Like if this goes on another 2 weeks I cant pay my accountant or re-stock, because shopify have all my money
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Hey, I have the same problem. I escalated it three or four times already, and there has been no answer for a week. Did you sort it out?
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I am trying to find out how many people this is affecting as I am seeing this issue pop up on multiple forums now … it’s been since the beginning of march for me and others seem to be saying similar. I’ve been in contact with support almost weekly hoping for an update wasting 30-45 minuets of time to be told the ticket has been escalated and someone should have already been in contact from ‘another department’ and its being looked into. Im now taking the approach where I am telling them they are sinking small businesses by basically charging them full price for a service that they are not providing. Will they be paying my late fees on bills I cant pay as they have my money? will they be paying the interest the money would have been occurring in my account that is going to be accumulating in theirs? will they be re-imbusrsing the time I am wasting looking for an update that they say they will provide me with but leave me hanging? I understand that issues happen, but the lack of an update means I cant plan for the fact I am selling goods with no income, is this an issue that should be resolved in the next few weeks or will this be an issue in the next two month (or longer), because my business cannot survive a total of 4 months without money going into the bank account
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Have you had any resolution on this yet?
I am trying to reach out to shopify AGAIN (this is now a weekly task), I keep being told my ticket has been escalated to another department and someone will email me, but no one ever does.
Has anyone had any success talking to shopify? Does anyone have any terms that are useful to use when talking to a support advisor? On a different forum someone suggested I request to speak to someone in the ‘business operations team’ and the ‘payments team’ and to ask them to find out whether this is a singular issue or a back end issue affecting more users (I am almost certain looking at other forums that is is a back end issue affecting lots of users from about the same timeframe) I will update if todays complaints get me any further than previously
I’m having the same issue since February. Spoke with 3 different support advisor’s that indicate the issue would be moving to an internal team. I’m in chat with them again today. There was nothing to update nor any means to update anything. Shopify didn’t have any issues taking payment from my account, however they have held my payments from Mar 18th - April 11th. Extremely frustrating this issue is still not resolved.
Same thing — it started back in April, and support just stopped responding. It’s been awful.
It looks like my issue may be getting resolved. Its moved into a ‘scheduled’ payment status now. - Id recommend asking for it to be escalated to the payments AND business operations team … it could have been just timing, but when I said to the last advisor that the cash flow will be detrimental as to sustaining the business (people still need paying, late fees etc), they said they’d log it with the business operations team and they should get back to me within 72 hours (the first time I have ever been given a timeframe) and within 72 hours the payout had changed status and I received an email confirming things would be back on track shortly. Might just be luck/timing, but worth a go
Did you ever get your payout?
And oh my god, I did not realise there were so many others in the same boat. My payouts got paused - same error message as you.
I hit support up 7mins after receiving that email. I was told that my issue would be escalalated.
Well it’s been exactly 14 days. 14 days without not so much as a peep from a support staff.
I also received a scheduled payment status on my earliest payment (the cheek of them to schedule 1 payment instead of all of them), but apparently the payment failed.
No idea what to do but very angry in general 