My Shopify system did the recent update I guess, and now it will accept payment. However, it is not depositing them into my banking account. It literally says this “Your payouts from Shopify Payments are on hold because additional details about your business are required. Your customers can still checkout while your payouts are on hold.” Has this happened to anyone else? And how did you fix it? I need my money deposited into my account, and there is no phone number to call anyone to fix this. Please help. Thank you.
Payment holds are a normal process for new businesses using Shopify Payments. The hold process is designed to give our banking partners a chance to ensure your business is a good fit for the gateway.
Do you have any prompts or messages in your store admin to upload identifying documents at all? If not, and the banner about the review has been in your store longer than 48 hours, I would recommend reaching out to our live support team.
To contact our live support please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for your issue and use the contact support button at the bottom of the search results to see all our live support options. Once you are connected our support will assist in escalating the review to our business operations team for a followup.
This has been going on for over a week and y’all have not been helpful at all. I need an actual representative to work with me not just send me on a wild goose chase through your site.
Have you received any emails from our business operations team about this hold? If you haven’t yet, please double check your spam emails and your account owner email inbox.
If there has been no communication and it has been a week then we definitely want to get you connected to our live support team. It sounds like you had some issues accessing our live support. We did have an outage earlier today, but we always offer a range of 24/7 support channels that our merchants can reach out on.
When accessing live support through the Help Center there are a few steps that need to be completed. This helps with our security and authentication processes and also to ensure you get connected with the right support team.
When you follow this link: Shopify Help Center - Contact Support, you will be asked to sign into your store. You can also continue without signing in if you prefer. Next, you will need to search for your issue. You can use the search term “Payouts on hold”. Once you have searched for the issue, you will want to scroll to the bottom of the search results and use the contact support button. If you open a help topic and use the contact support option in there, it will start the steps over again.