Core Issue:
Multiple merchants report Shopify Payments accounts frozen during review periods, with funds locked and businesses unable to operate. Initial promises of 2-day reviews have extended to 7-20+ days without resolution.
Common Problems:
Complete fund lockouts preventing supplier payments and order processing
No communication from Shopify Payments team despite multiple support tickets
Support agents repeatedly promise “escalation” but provide no updates or timelines
Requests for additional documentation without clear instructions on what’s needed
Business Impact:
Cannot access existing funds or process new orders
Marketing investments wasted due to inability to fulfill orders
Customer trust and business viability severely affected
Current Status:
The discussion remains unresolved with no successful resolution examples shared. Merchants are seeking:
Direct contacts or effective escalation methods
Experiences from others who successfully resolved similar freezes
Alternative payment processor recommendations
Key Warning:
Affected merchants strongly advise having backup payment processors and platforms established before issues arise, as standard support channels appear ineffective once accounts are frozen.
Summarized with AI on October 31.
AI used: claude-sonnet-4-5-20250929.
Looking for advice or similar experiences. My situation:
I’m running a store selling camera equipment. Shopify Payments suddenly put my account under review, promising it would take 2 business days. It’s now been over a week with:
No communication from the payments team
No response to multiple urgent emails
Over 10 support contacts with no help
All my funds are locked
Can’t pay suppliers
Can’t process orders
Business completely stuck
Every support agent just says they’ll ‘escalate’ but nothing happens. I can’t even get a timeline.
Questions:
Has anyone experienced similar issues?
How did you resolve it?
What other payment solutions did you use meanwhile?
Any direct contacts that could help?
My business is seriously suffering - any help or advice would be greatly appreciated.
Having Shopify Payments frozen can be incredibly stressful, especially if it’s affecting your ability to operate your business. Here’s what you can do to address this issue effectively:
1. Understand the Reason for the Freeze
Please check for any notifications or emails from Shopify Payments. They often freeze accounts for:
Unverified or incomplete documentation.
Suspicious or unusual activity.
High chargeback rates.
Selling prohibited products.
2. Contact Shopify Support- Action: Reach out to Shopify Support directly through chat, email, or phone. Clearly explain your situation and ask for the specific reason your account is frozen.
Tip: Remain calm and professional; this can expedite the process.
3. Submit Required Documentation- If Shopify has requested additional documents (e.g., proof of ID, business licenses, invoices, or bank account verification), provide them promptly.
Ensure that all documents are clear and match the details provided in your Shopify account.
4. Evaluate Your Products- Confirm that all your products comply with Shopify Payments’ Acceptable Use Policy. Certain items (e.g., weapons, CBD, or other restricted goods) may lead to freezes.
If a product violates policies, consider removing it from your store.
5. Consider Temporary Payment Solutions- While waiting for resolution, you can enable alternative payment gateways like:
PayPal Express Checkout
Stripe (if available)
Manual Payments (e.g., bank transfers or cash on delivery).
Update your store’s payment settings and inform customers of the new methods.
6. Follow Up Regularly- After submitting documents or complying with requests, follow up every 48 hours to keep your case active. Use your support ticket number for reference.
7. Plan for the Future- Diversify payment providers: Relying solely on Shopify Payments can leave you vulnerable to disruptions. Having a backup can prevent a complete standstill.
Maintain a clear and updated business profile to minimize future freezes.
The suggested steps sound good in theory, but the reality is different. There’s no “regular follow-up” when support can’t provide any real updates. Alternative payment solutions don’t help when your existing funds are locked.
To other merchants: Be extremely careful with Shopify Payments. Have backup payment processors and platforms ready BEFORE you need them. Once your account is frozen, you’re completely at their mercy, regardless of how well you follow their procedures.
I’m sharing this not to complain, but to provide a real perspective from someone currently experiencing this situation.
Would appreciate any advice from merchants who’ve successfully resolved similar situations.
I am having the same problem. I’ve been waiting 3 weeks now with multiple tickets and no results. My payout account says I may need to submit additional documentation, but I do not have any email from shopify admin, and nobody is telling me what I need to do.
My business is dead in the water. I worked for 2 years to launch this on a shoestring budget and spent a lot of money on marketing. I couldn’t even process a new order if it came in right now. This is offensive - I pay shopify on time, I expect to be paid on time.
I’m in the same boat! I’m panicked and distressed, Almost 20 days since a payout and I’ve submitted everything they have asked for.
How long did it take for yours to get resolved?
Exactly my situation! I’m almost 20 days without a payout!! Done everything they asked, everything above. How long did it take for you to get this resolved???