Hello Shopify Community and Moderators,
My Shopify Payments payouts have been completely frozen for over a week (since June 15). The dashboard simply states: “Payouts will resume once we review your account… we’ll send an email to your store owner if we need more information.”
Here is the massive blocker I am facing: I have not received a SINGLE EMAIL from Shopify since the restriction was placed. Not even the initial notification email explaining the review.
- I have thoroughly checked both my current admin email (
admin@[my-store-domain].com) and my old email. - I have checked Spam and Junk folders multiple times. Absolutely nothing.
I have proactively contacted Support 5 separate times to get this resolved. In my latest chat today (Ticket #68402150), a Support Advisor verified my account and confirmed that the internal team should have sent emails, but acknowledged that the system is clearly failing to deliver them to my inbox.
Here is a snippet from my latest chat transcript (Advisor name and domain removed for privacy):
Support Advisor: I can see your case is actively being handled by our internal payments review team under ticket ID 54088159-0482-4799-b3cf-454238f27470… You should find an email from our Trust & Safety team there. Me: Nothing at all. old and new email. i dont get any email. Support Advisor: I hear you… This case is handled by a specialized internal team that works exclusively through email. I am following up with them right now to make sure they are aware you have been waiting and that the emails have not been coming through on your end.
Main Ticket #: 68402150 Internal Payments Review Ticket #: 54088159-0482-4799-b3cf-454238f27470
How can a merchant resolve an account review if the specialized team “works exclusively through email”, but Shopify’s system fails to deliver ANY emails?
Could a Community Manager or Moderator please escalate this directly to the Risk/Trust & Safety team? I desperately need them to manually check why their emails are failing and force-send the instructions so I can actually resolve this review.
Thank you.