Shopify payments payout hold

Payments + Shipping & Fulfilment

Topic summary

Multiple merchants are experiencing Shopify payment holds with significant delays in resolution.

Initial Process:

  • Merchants receive hold notifications on their dashboard
  • Shopify requests documentation within 1-2 days
  • Standard review process typically takes 24-48 hours

Current Issues:

  • One merchant has been waiting 8-9 days after document submission with no response
  • Support tickets are being closed without resolution
  • Chat support repeatedly promises to “escalate to internal team” but no action follows
  • Another merchant reports 2+ days of contacting support with no explanation for the hold

Critical Impact:

  • One user has ~$4,000 held and cannot access funds
  • Another faces urgent situation needing funds for medical bills
  • Merchants report support channels showing as “closed” during business hours

Status: Unresolved. Multiple users experiencing similar patterns of delayed responses and lack of communication from Shopify’s review team, despite following proper documentation procedures.

Summarized with AI on November 8. AI used: claude-sonnet-4-5-20250929.
1

Hi there,

I received an notification on store dashboard that my payouts are on hold on 19th May and I got email for submitting some docs on 21st May so I submitted the docs and details requested.

Usually the review process takes about 24-48 hours but it’s been 8-9 days and I received nothing what so ever.

Please lift the hold from payouts.

2

Hi there, @Meet2 . Thanks for taking the time to reach out to the Shopify Community Forums today with your payout situation. My name is Imogen. It’s good to meet you.

To set some expectations for you, we’re unable to authenticate users here in the Community. This means that I’m unable to access your account, your account details, or any ongoing support tickets that you have with our Team. However, based on what you’ve described here, it sounds like you’ve engaged with these notifications around your hold as you should be. If you’ve provided the requested documents to our Team, they will need time to review what you’ve submitted. Once they’ve had a chance to review the documents, they will be following up with you directly via email with next steps.

3

any news on this ?

4

Nothing yet. I created a ticket for the issue and they closed the conversation second time without solution. This is kind of disappointing but there’s nothing I can do here except wait.

5

this is getting really bad for me, i need to pay my mom’s hospital bills or they will stop her treatment @Imogen_1 @Meet2 ,

i reached out to them so many times i have done multiple community posts and nothing yet, i have waited for wait too long now i am in a cruel situation where my mom is going to be in danger, i need some staff to talk with the team asap because this is getting to a point of no return.

6

Hi man, Hope you find a way to get the money for hospital bills and your mom gets better very soon.

Now it seems like they are just messing with us. No response on tickets, every time I contact chat support they just tell me they’ll escalate the review and contact the internal team to fix it as soon as possible but nothing happens. I have about $4k in hold and as the moment I’m just disappointed with shopify support.

7

Was this ever resolved? We just received the ‘Funds on hold, Customers can still checkout and to contact support for the next steps.’ So far it’s been 2 days of contacting support and no resolution and no idea why there even is as a hold as supposedly there are no notes as to why funds would be on hold & now they say “Support Advisor): I just received a notification from our team that their channel is closed as of the moment and will continue their operations tomorrow.” How is it possible it’s closed on a Thursday at 2PM EST? We cannot run a business this way.