Payouts Stopped No One Can Help!

Shopify Discussion
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Topic summary

A merchant’s Shopify payouts have been halted since August 15th, with approximately $7,500 currently held. Despite daily notifications that payouts are scheduled (typically arriving same-day previously), no funds have transferred in 12 days.

Timeline of events:

  • Early August: Attempted to change bank account after previous account was hacked
  • Successfully updated bank details and received normal daily payouts for 15 days
  • August 15th: Payouts stopped; identity verification requested and completed
  • Received additional request to update bank information despite it being current

Current situation:

  • Three escalated support tickets open (IDs: 50262353, 50214101, 49650663)
  • Shopify continues successfully billing the account while withholding payouts
  • Daily cash flow critical for business survival; merchant facing potential shutdown next week
  • Support responses limited to once per 24 hours, repeatedly stating “payout is scheduled”

Resolution status: Ongoing. A Community Team member has forwarded ticket information to Shopify’s Internal Team for review. At least one other merchant reports experiencing identical issues with multiple escalated tickets and no resolution despite providing required documentation months ago.

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

Thanks for providing those ticket numbers and additional context, @LukeM2 .

I can definitely understand the importance of resolving this situation for you and your business. I would like to advise that I have connected with a member of our Internal Team to provide them with your ticket ID’s. Our Internal Team will review your ticket(s) and leave a note for the escalated team.

We appreciate your patience and understanding as our teams work to have this resolved for you.