how do i contact shopify support, i always just get sent to these help forums
Topic summary
Merchant reports payouts not arriving: payout page empty and transactions marked “pending.” Account details and payout schedule (every business day) are set; assumed to be using Shopify Payments (Shopify’s in-house gateway).
Update: No payout date is displayed; status has been stuck on pending for two weeks with no warnings in admin.
Community input: One reply asserted the customer’s bank declined the charge (implying no funds and a pending payout), but this was not verified. Another listed general causes (gateway delays/holds, verification issues, disputes) and suggested contacting the gateway/Shopify.
Shopify staff clarified: “Pending” means sales not yet sent to the bank; payout dates are estimates and should change to “in-transit” at the due date. Advised rechecking payout schedule and any Shopify Payments verification requests.
Support path: Staff cannot access account details via the forum and directed the merchant to the Help Center. Steps provided: use the virtual assistant, type “My payouts are pending,” choose “still need help,” select the store, and connect with a Support Advisor. A screenshot of the Help Center page was shared.
Status: Unresolved. Action item: open a support request so Shopify can investigate why payouts remain pending without a payout date.