Shopify Payments payouts ON HOLD (for over 2weeks)

Shopify Discussion

Topic summary

Multiple Shopify merchants are experiencing prolonged payment holds, with funds frozen for 2-3+ weeks despite submitting required verification documents (ID, banking information).

Key Issues:

  • One merchant has been waiting over 2 weeks after document submission with no response, causing severe financial hardship (unable to pay rent/food)
  • Another reports thousands of dollars from Black Friday 2024 held for 3 weeks
  • A third merchant has 5-figure amounts held for 10+ days

Support Challenges:

  • Shopify support described as “useless” - agents only add notes to tickets without direct escalation to Finance/Account teams
  • Multiple contact attempts (emails to legal team, 8-10 support conversations) yield no progress
  • Support agents provide generic reassurances (“team is working on it”) without evidence of actual investigation

Current Status:

  • Better Business Bureau reportedly has 5,000+ ongoing complaints against Shopify
  • One merchant considering legal action
  • Discussion remains unresolved with no solutions provided

Merchants are seeking advice on next steps and sharing frustration over the financial impact on their businesses.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

My business is currently at a standstill due to a payment hold on my account. I submitted all the required documents for verification over two weeks ago, but I haven’t received any response.

This delay is frustrating, I literally can’t pay my rent or buy food anymore because of this issue.

I need immediate assistance to resolve this issue and get my business back on track.

Please prioritize this request and provide a clear update as soon as possible.

Thank you for your prompt attention.

Best

1 Like
2

Hi! I would really appreciate that. I’ve tried sending emails to the legal team and contacting Shopify support without any success.

3

I’m having the same issue did you get it resolved and how?? I’ve submitted copies of my id and banking info still nothing. I have thousands of dollars in there from black Friday 2024 and it’s been 3 weeks I contacted better business bureau and they said they have over 5k complaints ongoing …. What’s my next step? Lawyer??

4

They have been holding our 5-figure money for 10+ days. Support is useless. If you reach out to them, they will just add a note to the ticket saying that you reached out. Finance/Account Team is supposed to look into this issue but support agents do not reach out to them directly. They just add a note to the ticket and nobody sees those notes. I contacted to support 8-10 times at different times and talked with different people. They lie saying that “Team is working on it”, “They are investigating it”, “They are reviewing it”. NO THEY ARE NOT. When I ask support agents how exactly they know someone is working on it, they don’t have an answer. They assume it. They just want to close chat and continue with their lives. They say they understand my concern and urgency. How nice. Your understanding is not paying my debts to the suppliers. I need my money. If your payouts are being held, take three deep breaths. Remind yourself that your business will survive this as well. Do meditation to find calm and peace. You will need it.