I am writing to express my urgent concern and seek assistance regarding the prolonged hold on my payouts after transitioning my personal bank account to a new business account for my Shopify store. I have encountered persistent error banners stating, “Your payouts from Shopify Payments are on hold while we review your bank account details” and “Your payouts are on hold while your bank account is being reviewed. This hold does not prevent your customers from checking out.” These issues have persisted despite diligently providing my Identity document and bank account statement with the updated details, as well as receiving guidance from a Shopify “Billing & Payments Support Specialist” who confirmed the change of the bank account and advised me to wait 24-48 hours. Unfortunately, several days have passed without any updates, and I find myself in a distressing situation. The funds from my sales, which I rely on to reinvest in my business, are inaccessible, and I am facing financial challenges as a result. I have already waited patiently and cooperated by providing the necessary documentation, but the lack of progress is putting a strain on my ability to sustain my business. I understand the importance of compliance and verification processes, and I want to assure you that I am fully committed to resolving any outstanding issues promptly. However, the extended delay is causing undue stress, and I am reaching out for your support in expediting the resolution of this matter. As a business owner who has taken the necessary legal steps to establish my online business in my country, I have additional financial obligations, including state-required taxes and other business-related expenses. The inability to access my payouts is hindering my ability to fulfill these obligations and jeopardizing the growth of my business. I kindly request your assistance in providing a clear update on the status of my account and any additional steps I may need to take to expedite the resolution process. I am committed to ensuring compliance with all requirements and appreciate your prompt attention to this matter.
Thanks for reaching out about your concerns. It sounds like you’ve had a frustrating experience with your payout situation.
Just to give you a heads up, our Community Forums team do not have any access to accounts or support tickets from our end. Our support here is limited to general topics and enquiries, so account-specific situations like your case would require an internal team member to assist.
In saying this, I can understand that you’re eager to receive the proper support that you need. From your explanation, it sounds like you’re currently communicating with one of our Billing & Payments Specialists. If that’s the case, I’d like to reassure you that your case is being handled by the most appropriate team internally. Our Billing & Payments team are best equipped to assist you with this matter, so if you have any questions or concerns about your current case, you’re best to respond to your open support ticket with them so that they can address the situation with you there.
If you’ve recently replied to your support ticket but have yet to hear back, it’s possible that our Billing & Payments Specialists are currently handling a larger amount of requests than usual, which may result in a slightly more delayed response time for all of our merchants. I know it can be frustrating to wait for a response, but rest assured that the team will follow up with you as soon as possible, and once they have more information to share with you.
We appreciate your continued patience during this process.
Dear Shopify Staff, I trust this email finds you amidst the daily challenges of supporting your merchants. I have been in communication with your team regarding the ongoing review of my business bank account. I am reaching out again to express my increasing concern and seek a more detailed update on the current status of my account, given the complexities I’ve encountered. I understand that your Billing & Payments Specialists are handling a larger volume of requests, resulting in potential delays. While I appreciate the acknowledgement of this situation, the lack of a clear and detailed update has been a source of significant stress, particularly as the holiday season approaches and daily orders continue to pour in. To provide context, my last payout was three weeks ago, coinciding with the initial request for documentation. Unfortunately, I only became aware of the email requests later, and I promptly provided the required documents, including my ID and the details of my new business bank account, two weeks ago. Despite Michael K’s involvement and his commendable efforts, I am still left in the dark about the specific reasons for the prolonged delay in syncing and reviewing my business bank account. A week ago, Michael changed the bank account himself and advised me to wait 1-2 days for synchronization. However, the error banner persists, preventing access to my payouts, and this situation is causing considerable financial strain. I want to emphasize that I am committed to delivering a positive customer experience. I operate a dropshipping store in collaboration with CJdropshipping, and I’ve informed the bank of this structure. Despite not having any chargebacks, promptly refunding damaged packages, and receiving positive feedback on social platforms, the prolonged delay is hindering my ability to manage the financial aspects of my business effectively. I recently received communication from Margaret stating that the previous ticket (#43688387) was closed, and assistance would continue on ticket #43012590, with Michael taking over. In Michael’s latest response, he mentioned ongoing investigations and liaison with banking partners. While I appreciate his efforts and patience, I urgently seek a more detailed update on the specific issues causing the delay and whether there are additional actions required from my end. I understand the challenges your team faces, and I appreciate your dedication to resolving this matter. Given the urgency of my situation, I kindly urge you to expedite the review of my bank account and provide a comprehensive update on the status and any necessary steps to hasten the resolution. Thank you for your understanding, cooperation, and prompt attention to this matter. I eagerly await a detailed response to alleviate the current financial strain on my business.
Best regards, Sebastian
Thank you for your response and for understanding the challenges I’ve been facing with my payout situation. I appreciate your reassurance that the Billing & Payments team is handling my case.
Considering the urgency and the financial strain on my business, I’m eagerly awaiting a detailed update on the ongoing bank account review. As the complexities persist, I kindly request a comprehensive response outlining the specific issues causing the delay and whether there are additional actions required from my end.
I understand the team is managing a higher volume of requests, and I appreciate your efforts to address each case promptly. However, given the critical nature of my situation, I’m hopeful for a swift resolution.
Please provide clarity on the status of my case and guide me on any further steps I need to take. Your detailed response will greatly assist me in managing the financial aspects of my business effectively.
Thank you for your attention to this matter, and I look forward to your prompt update.