A merchant’s Shopify Payments account was paused on October 29 without explanation or notification via email. Despite contacting support multiple times over two days, they’ve only received promises to escalate the issue with no response from the Shopify Payments team.
Current Impact:
Active ad campaigns continue spending money
Only PayPal remains available as a payment option
Loss of Shop Pay functionality, which most customers preferred
Ongoing revenue losses
Status: The issue remains unresolved. The merchant provided ticket number 61318569 for reference but has not received substantive help or documentation requests from Shopify’s payments team.
Summarized with AI on October 30.
AI used: claude-sonnet-4-5-20250929.
Hello, I have gotten this notification in my Shopify Admin
” Shopify Payments sales are paused since October 29 Please contact support for help resuming sales. Contact support”
There is no email saying what the issue is and if they need any documentation from me. I have contacted Support several times and all they say is that they will escalate the issue, but their Shopify payments team doesn’t get back to me. It’s been 2 days now
Everything was going smoothly and all of a sudden, this hold. My ad campaigns are eating money, I only have Paypal active now, but most of my customers preferred Shop pay which is on hold now. I am losing money and am not getting any help from the Shopify payments team. This is a nightmare.
My ticket number: 61318569
This generally occurs when a review is triggered by Shopify Payments. While you wait, you can temporarily switch your primary gateway to PayPal or Stripe to keep orders flowing. Business details, documents and bank info Reconfirm your business details, documents, and bank info you have on file in Settings. After verification clears, the hold should be released automatically without any loss in transactions.
This has been happening to me since October 4th (month). I have contacted over 15 support agents, and had my ticket escalated maybe 5 times. Every time, they just ignore you until it’s been long enough to close the ticket. I literally had one that I just replied to that was 2 weeks old lol. Support is absolutely terrible, i recommend starting a completely new store
Yes, it seems I have to start a new store. It’s just I had a lot of subscribers for this store and my ads were optimized. Terrible Shopify services, I am planning to move to another E-commerce platform.
Sorry you’re going through this - that’s definitely stressful, especially when ad campaigns are still running.
When Shopify Payments is paused, it’s almost always triggered by one of these three things:
1. Routine account review or verification – Shopify periodically re-verifies business info (like tax, ID, or product type). If anything flags for review, payouts pause until verification is complete.
2. Product or policy concern – Sometimes an item or description can trigger a compliance review, especially in categories like supplements, electronics, or digital goods.
3. Unusual activity or refund spike – Any sudden change in order volume or chargebacks can trigger a hold for risk assessment.
Since you’ve already contacted support and they escalated it, it’s best to:
Keep your ticket number handy (as you did )
Politely reply to the ticket once every 24–48h asking for an update - that keeps it active in the queue
Pause any major ad spend until payouts are cleared to avoid further losses
Hopefully the Payments team responds soon - once the review clears, sales and payouts usually resume automatically.
)