Multiple Shopify merchants are experiencing sudden payment holds with no prior notification or explanation. Funds are being withheld despite customers continuing to checkout successfully.
Common Issues:
No email notifications about holds, only dashboard alerts
Support repeatedly claims escalation to āhighest teamā with 24-hour response promises
Actual resolution times range from 7-10+ days
No direct access to payouts team or supervisors
Generic responses with no specific reasons for holds
Current Status:
One merchant (EKIKO) had their hold lifted after ~10 days
Another merchant (violetzain) reports nearly one month without resolution or meaningful communication
Support cited āhigh volume of ticketsā and unexplained channel closures during business hours
Business Impact:
Merchants paying for advertising while unable to access sales revenue
Severe cashflow disruption for e-commerce operations
Some considering alternative payment processors (Worldline, Windcave) due to reliability concerns
Third-party payment methods like Afterpay continue processing normally for affected merchants.
Summarized with AI on October 30.
AI used: claude-sonnet-4-5-20250929.
Has anyone else experienced this? Shopify have stopped our payouts with no reason, and we never received an email to notify us about the pausing of our payouts. We have received payouts before and only noticed it was stopped when we started receiving sales and realised we were not receiving any payments in our bank account. When we checked the payouts section, that is when we noticed it had been paused.
Checked all folders without our email and there was no communication from Shopify. I then chatted to shopify support chat who all keep telling me the same thing - it has been escalated to the highest team, marked as urgent, and we will hear back within 24 hours. Every day, I check my email and see we have received no response, I chat in again and get told the exact same thing.
Is there a way to reach the payouts team directly or can ANYONE from support help me here? This is absurd that our payouts have been held for weeks and is really detrimental as we are paying for ads to make these sales and now we are not getting our money made from sales.
Was this ever resolved? We just received the āFunds on hold, Customers can still checkout and to contact support for the next steps.ā notification but NO email about this was received just a notification on the dashboard. So far itās been 3 days of contacting support and no resolution and no idea why there even is as a hold as supposedly there are no notes as to why funds would be on hold & now they say āSupport Advisor): I just received a notification from our team that their channel is closed as of the moment and will continue their operations tomorrow.ā How is it possible itās closed on a Thursday at 2PM EST? We cannot run a business this way.
Hi Ellie, No it still has not been resolved. I received a message back from Shopify Support this morning basically saying it has been escalated to the highest team, but thats basically what theyāve been saying for the last week.
It seems we have a similar issue. Our payouts just stopped with no notice, no email communication or reason given and we still have sales coming in so customers are able to check out. Iām grateful for that but we really need to get our payouts. Thankfully Afterpay payments are still coming through!
Let me know if you hear back. Iāve had an urgent issue escalated to highest priority and still havenāt heard back after a weekā¦ shopify support is nonexistant.
Will do! Apparently ours was Escalated as well and there is a āHigh volume of ticketsā they are working through. After seeing others having the same problem and receiving no resolution after weeks upon weeks I am not feeling too confident in the support department which is very disheartening for a company of this size.
Yes it is disheartening indeed. I wonder if there are any support staff within the Shopify Community that can offer some support? Iāve been replying back to the support thread in my Shopify Help Inbox as a way to prompt them. Hopefully we get a resolution soon. This is the first time I have ever encountered any issue like this as Shopify but I think it might be time to setup an account with another credit card payment provider such as Worldline or Windcave. As e-commerce merchants that rely on cashflow, it is not good to have this much risk, and I have never anticipated Shopify Payments would be so risky to use or I would never have used it.
We have received an update from Shopify that said they were reviewing our payments account yesterday and by today I can see the payout hold has been lifted. Hold tight, the total time it took for Support to get back to us was around 10 days. If you havenāt heard back I would suggest setting up another ticket and escalating like we did. Good luck!
This has just happened to me as well, March 4 was my last payment ā¦ I have been contacting then several times alreadyā¦ They keep saying the usual. REST ASSURE ā¦ WE ARE HERE TO HELP, WE KNOW THIS IS IMPORTANT TO YOU crap lip serviceā¦ Every single time i contact them. it will be escalated. well now i am going into a monthā¦ no answer.no help no emailā¦ pretty sure no one has escalated it. i asked to speak to the legal team ā¦ no can doā¦ asked for a supervisorā¦ nopeā¦ i really donāt think it is legal for them to do this? very VERY poor customer service. it never use to be like this.
