Shopify Payments Under Review - 2 weeks no information!!

Payments + Shipping & Fulfilment

Topic summary

Shopify Payments account placed “under review,” with payouts frozen since Nov 21 (about two weeks). The merchant suspects a pre-order campaign may be triggering the review and needs the held funds to pay a manufacturer and fulfill orders.

Support advisor indicates the case is escalated, but no reason or timeline has been provided. The merchant reports no emails from Shopify or its banking partner and notes the dashboard banner states reviews take a maximum of two business days, creating frustration.

A Shopify staff member explains standard reviews are normal and advises contacting Support via the Help Center, logging in, and selecting available options. They confirm account-specific help can’t be given in the forum and that escalated teams are working on the case.

The merchant replies they are already in contact and that two weeks without updates is harming operations and reputation. Another user reports the same issue and asks for the outcome. No resolution yet; the thread remains open.

Summarized with AI on January 2. AI used: gpt-5.
2

Hi @megtuesdays ,

Thank you for reaching out to the Community. I’m happy to provide some guidance on this request, to ensure it gets resolved.

While standard reviews are a typical process for merchants using Shopify Payments to undergo, I’d encourage you to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved.

To connect with us, you can:

  • Head over to our Help Center.
  • Enter into the chat box Contact Support.
  • Log into your shop.
  • Select one of the available support options.

Please let me know if you have any other questions or concerns.