URGENT: Shopify Payments On Hold for Over a Month - No Response!

[SabrinaSaraiva]

Hello, Shopify Community,

I am facing a serious issue with my Shopify Payments, and I hope someone can assist me.

On December 4th, 2024, at 8:03 PM (Wednesday), I received an email from the Shopify Merchant Trust Team requesting additional information to continue operating my store. I followed all the instructions and submitted the requested documents on December 5th, 2024, at 2:28 PM:

• My company’s document;
• Supplier payment receipt;
• Tracking codes.

After submission, I received an automated message confirming that the documents were successfully uploaded and would be reviewed as soon as possible.

However, today is January 8th, 2025, and 34 days have passed without any concrete response.

During this period:

• I sent 9 emails directly to the address provided in the original email, but received no replies.
• I opened 5 tickets with the Help Center (December 7th, 11th, 18th, 28th, and 31st), and in every instance, I was informed that the issue was escalated, but nothing was resolved.

Additionally, my store was recently created on December 1st, 2024, and by December 4th, 2024, I was already facing these problems. On December 31st, 2024, I was charged the $39 Shopify plan fee, even though I could barely use my store properly.

Currently, my payouts remain blocked with the status: “Payouts from Shopify Payments are on hold.”


My last attempt to resolve this situation is to seek help here in the community. I hope someone can guide me or offer a solution.

Thank you in advance for your attention and understanding.

[Rock_Star]

Sabrina,

I have been on hold for the Shopify “verification team” since December 13th, I have had the same experience, I have contacted multiple time only to receive the same reply. They have escalated to the team and there is basically nothing else they can do. This is starting to look like a big problem with the ability of Shopify to handle merchant accounts promptly. I also feel like they are causing damage to our business accounts with these delays in customer service, the only thing I can think of is contacting legal advice.

[SabrinaSaraiva]

Do we have any updates on the situation above?

[SabrinaSaraiva]

That sounds incredibly frustrating, and I totally get why you’re considering legal advice. It does seem like Shopify’s handling of merchant accounts has been less than ideal lately. Hopefully, they’ll resolve it soon. these delays really shouldn’t be happening for something so important.

[LK34]

Have the same problem, my payouts are on hold for since 3 weeks. When I contact the chat they always say the same thing " need to be escalated " need to prioritize" “need to put as urgent”… They are useless but I keep contacting them every SINGLE day.

My friend has the same issue, since one month no news. As you and me.

May I know If you had a reply for the verification team support? And After how many days they replied to you?

[SabrinaSaraiva]

I completely understand your frustration—I’m in the same boat with my payouts being on hold. Unfortunately, I haven’t received any reply from the verification team yet, despite following up regularly.

Like you, I’ve been told it’s being “escalated” or “prioritized,” but there hasn’t been any real progress. It’s definitely frustrating, but I’m continuing to contact them daily to try and get an update.

Let’s keep each other posted if we hear anything—it’s good to know we’re not alone in this!

[SabrinaSaraiva]

Do we have any updates on the situation above?

[LK34]

I just received a reply from Risk team today: after having my Shopify Payments on hold for 3 weeks, my store has been closed, and my payouts are being held for 120 days.

I’ve already submitted an appeal with all the required documents, but I’m not sure if it will change anything. The uncertainty is frustrating, and I’m hoping for some resolution soon.

Has anyone else gone through this process successfully? Any advice or insights would be greatly appreciated.