Shopify Payment in hold for more than 2 weeks

Payments + Shipping & Fulfilment

Topic summary

Payouts via Shopify Payments are on hold for multiple merchants, with reviews lasting from 4 days to over 2 weeks despite escalated tickets and submitted documentation (e.g., tracking numbers, business docs). Orders cited as delivered, yet no follow-up; frustration noted about lack of phone resolution.

Details shared:

  • One merchant’s test order triggered business registration verification; legal company name differs from store name (no response after 4 contacts in 4 days).
  • Ticket numbers mentioned: 35363909 and 36270978; one user reports a week of “escalated” status without any request for personal information.
  • Others ask whether cases were eventually resolved and how long it took.

Official guidance from Shopify staff:

  • KYC (Know Your Customer) and business verification are legally required; verification may include identity and registration documents.
  • A specialist payments/verification team handles these cases via email only for security.
  • Long queues mean no ETA; tickets are processed in escalation order.
  • Avoid creating duplicate tickets; continue monitoring email for updates.

Status: Ongoing and unresolved. Key unanswered question: expected timeframe to complete reviews and release payouts.

Summarized with AI on January 1. AI used: gpt-5.
3

Hi there, @ousspe !

Sorry to hear you’re feeling frustrated with the situation you find yourself facing.

I understand you want to be able to get paid out for your customers’ orders as soon as possible, and want to make sure you’re in the right place to get support for this.

Any payment processor in operation will have legal requirements in terms of Know Your Customer (KYC) or other requirements that mean they have to verify the identities of business owners using their service.

Shopify Payments would be no different, and you may have been contacted with a request for documentation to identify you personally or your business registration.

I can see from the ticket number you shared here that your query is already in the correct place for support, so no further action is necessary on your part.

It can take longer to hear back from specialist teams such as this, due to their longer turnaround time and their requirement to work via email only for security purposes.

Not to worry, as you will hear back by way of a reply via email to the support ticket that was originally escalated in due course.

I would advise against creating further support tickets on this same subject, as that would only serve to slow our ability to support you.

Keep an eye out for that email reply from our escalated team and you can work with them from there.

All the best!