Hello,
I am writing here publicly because after multiple days in support chat I still have no resolution.
-
Since September 25, 2025, my payouts have been frozen. A banner in my admin says “Payouts are paused. Your account is under review. We sent an email to your store owner (email) requesting additional information.”
-
I never received any email from Shopify regarding this. I checked inbox, spam, junk, and even provided an alternate Gmail address — nothing was delivered.
-
Meanwhile, all other Shopify emails (chat transcripts, order confirmations, newsletters) arrive without issue.
-
Support agents gave me contradictory answers: some said the email was definitely sent, others admitted that no email was ever sent. I was told “wait 24–48 hours” repeatedly.
-
After 4 days of chasing support, I still had no instructions, no documents requested, nothing concrete.
Ticket numbers related to this case:
-
#60735649
-
#60716845
-
#60712978
-
#60684439
-
#60637773
Because of this, I had to deactivate Shopify Payments and cancel orders that were processed through it, since my funds were held without any explanation. Customers are now waiting on refunds, and I’ve lost both time and money.
This experience has been extremely disappointing — not just the frozen funds, but the lack of communication and clarity. I simply ask: why was my account frozen, why did I never receive the required email, and how can this be resolved?