Shopify payout not made for more than 6 weeks

Shopify Discussion
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1

I started to receive daily payouts from Shopify payments in November 2023 and this continued until early December 2023. The payouts appeared in my account. However, to make the bookkeeping a bit easier I changed the daily payment schedule to weekly. Since I made the change, I haven’t received any payments and the balance is now quite big. Does anybody have any ideas what the issue might be? Is it a bug in the Shopify system? Or is there some setting that I am overlooking? No problems with other payments (paytrail, PayPal, klarna, etc.)

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Hi, @Niina !

Thanks for reaching out. There shouldn’t be such a long delay with your payouts, especially if you were receiving them as normal before adjusting the schedule. I recommend first checking whether you have any pending requests related to your Shopify Payments account by clicking on the bell icon at the top of your Shopify admin. If there aren’t any notifications, you can get in touch with us through the Help Center so we can investigate further. Simply enter the details of your issue into the chat assistant and click I still need help to be connected with a Support Advisor.

Please let me know if you have any other questions!

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Thanks for the reply. There were no relevant pending notifications/requests. I can’t connect with a Support Advisor because the ‘select a store’ link in the Help Center chat does not work. I’m waiting to connect a support advisor, but it’s been over an hour now. I’m not sure if I have to ‘select a store’ in order to be connected to an advisor. However, the link doesn’t work. The chat robot says I’m in the queue, but I’m beginning to wonder.

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Hi, @Niina !

Thanks for getting back to me and trying those steps. You should be able to click on Select a store and proceed to the queue after that, so there may be a local issue happening. Would you mind clearing your cache and cookies and/or using an incognito window, and following the steps again? That should resolve the issue, but if it persists let me know and we can try some alternative methods.

Thanks so much!

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