I’m hoping someone from Shopify Staff or another merchant who has experienced this can share some insight.
My Shopify Payments account has been under review for 6 days, and unfortunately this review is also preventing customers from completing checkout on my store.
At the moment, customers cannot place orders because checkout does not allow payment.
The red banner in my Shopify Admin says:
“Payouts are paused. Payouts will resume once we review your account. No action is required, but we’ll send an email if we need more information.”
Here is my current situation:
This has been ongoing for 6 days.
Customers cannot complete checkout, so my store is currently unable to make sales.
I contacted Shopify Support immediately.
My case has already been escalated to the Fraud Operations team.
Support confirmed my case was marked as urgent.
There is no Action Required section in Settings → Payments.
There is no option to upload documents.
I have not received any email requesting additional information.
The banner still says “No action is required.”
I completely understand that account reviews are necessary, but since my store cannot accept orders, this review is having a significant impact on my business.
Has anyone experienced the same situation where:
checkout was disabled,
there was no action required,
no documents were requested,
and the case had already been escalated to Fraud Operations?
How long did it take before your account was restored?
If any Shopify Staff could provide guidance or check whether this is still within the normal review timeline, I would really appreciate it.
I’d ask support to confirm in writing that no documents or verification steps are outstanding, and clearly emphasise that checkout itself is disabled, not just payouts. Keep everything in the same ticket so the full case history remains visible. Hopefully Shopify staff can check the escalation status.
Continue with Shopify Support. This is a peer to peer public forum. Shopify staff do not handle merchant account issues here. Browse the forum, and use the search. There are plenty of posts like yours.
I can understand why this situation is concerning, especially since the review is not only affecting payouts but also preventing customers from completing checkout.
In many Shopify Payments reviews, the timeline can vary depending on what the Fraud Operations team needs to verify. The fact that there is no “Action Required” section and no document request usually means there may not be anything you need to submit at the moment and the review is still pending internally.
Since your case has already been escalated and marked as urgent, I would continue following up through the existing support ticket rather than creating multiple cases as that can sometimes slow down communication.
It may also help to ask Shopify Support specifically whether the checkout restriction is expected during the review and if there is any estimated timeframe for the review to be completed.
Hopefully the team can provide an update soon as keeping checkout unavailable for several days can have a major impact on a business.
One thing you can do today instead of waiting: the review only affects Shopify Payments, not your whole checkout. Go to Settings > Payments and activate an alternative. PayPal is the fastest to switch on. Customers can then pay through that route while the review runs, so the store stops losing sales, and those orders pay out through PayPal rather than being held by the Shopify Payments review. Keep the escalation going in parallel of course. But you do not have to pick between chasing the ticket and actually selling.
That sounds incredibly frustrating, espacially since it’s preventing customers from checking out rather than just delaying payouts.
From what I’ve seen in previous discussions, once a case has been escalated to the Fruad Operations team, Shopify Support generally can’t speed up the review or provide additional updates because that team handles the process separately. Unfortunately, if your admin says " No action required" and there’s no option to upload documents, there’s usually nothing you can proactively submit until they contact you.
One thing I would do is continue checking the email associated with your Shopify account (including your spam folder) and periodically follow up with support to confirm your case is still marked as urgent and that there haven’t been any requests for information that failed to reach you.
Six days is certainly a long time when your store can’t process payments, but review times can vary depending on that complexity of the case. Hopefully, another merchant who has been through the same situation can share how long their review took and whether checkout was restored immediately after it as completed.
I hope you’e able to get an update soon. Having checkout unavailable is a significant business impact, and i can understand why you’re looking for some reassurance about the timeline.
Thank you for your response and for taking the time to explain the review process.
I really appreciate your advice. I’m still waiting for an update from the Fraud Operations team. As of today, it has been 13 days since my Shopify Payments account went into review, and my checkout is still unavailable.
I hope the review will be completed soon. Thank you again for your help!
Thank you for your suggestion! I really appreciate your advice. I’ve already enabled PayPal as an alternative payment method while waiting for the review to be completed. Hopefully, everything will be resolved soon. Thanks again!
Thank you for your response and for your advice. I really appreciate it.
I’m still waiting for an email from the Fraud Operations team. As of today, it has been 13 days since the review started, and I’m hoping to receive an update soon.
Good, that keeps sales moving while the review runs. One thing to watch with a freshly activated PayPal Business account: PayPal often holds the first few payments for new sellers, sometimes up to 21 days, until some transactions complete without disputes. It does not block checkout the way the Shopify Payments review does, but plan for slower access to those first funds. The money still arrives; the review does not touch the PayPal side.
Six days of blocked checkout while the store is still taking orders is rough. Curious what you submitted to Fraud Operations — of the documents they ask for (purchase
receipts, shipping logs, customer communication records), which one takes the most time? If a tool could auto-organize chargeback dispute evidence, which step would you most
want to skip?
(Full disclosure: I’m exploring building a small tool to help merchants organize chargeback/fraud dispute evidence — not here to sell anything.)