Shopify paused my payout for over 4 weeks

Shopify Discussion

Topic summary

A merchant’s payouts have been frozen for over 4 weeks with no resolution in sight. Despite contacting support every other day, they receive the same response: the issue has been escalated to the payout team and marked urgent.

Key frustrations:

  • Support advisors cannot directly contact the payout team or provide progress updates
  • No visibility into when the issue will be resolved
  • The frozen funds are preventing the merchant from covering daily business expenses

Additional constraint: Switching to a third-party payment gateway would further delay or pause the investigation, leaving the merchant with no alternative payment options.

The situation remains unresolved with no clear timeline for when payouts will resume.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Shopify paused my payout for over 4 weeks now, I have been contacting their online advisors every second day and been told the same thing everytime. That it has been escalated to their payout team to fix the problem. They have marked the matter urgent.

Their advisors said it is in the hand of their payout team, theres nothing they can do, they can not contact their payout team directly, they can not see the progress of the fix. Im just really frustrated, I run a online business, i rely on the payments to meet my daily business expenses. I just don’t know how they can withhold my payment for that long!

I also asked if i can divert my payment to a third party payment gateway, at least i can get some payments in, but they advised as soon as i do that, the “investigation” will be further delayed or even paused.

This is really unfair and not right.