Why are my Shop Pay installments on hold?

Technical Q&A

Topic summary

A merchant received a sale but encountered a “Shop Pay installments on hold” message with no estimated payout date. This is their first time experiencing this issue despite having everything properly configured.

Support Response:

  • The hold likely requires document verification or additional information to complete the verification process
  • The merchant should check their Shopify admin for any banners requesting documents or asking them to contact support

Recommended Actions:

  • Visit the Help Center (help.shopify.com/en)
  • Use the “Contact Support” chat box
  • Log into the shop and select available support options

Context:
Standard verification reviews are typical for merchants using Shopify Payments to ensure platform and user safety. Account-specific details cannot be accessed through the Community forum, so direct contact with support is necessary for resolution.

Summarized with AI on November 15. AI used: claude-sonnet-4-5-20250929.
1

so I just got a sale and it says “your shop pay installments are on hold” & when I go to payouts it doesn’t give me an estimated time when I will receive it. I’ve never had this problem before, and I was wondering what I can do or when i will get them. I know I set everything up right.

2

Hi @JOHNS5 ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with your Shopify Payments, to ensure this gets resolved. To confirm I’m fully understanding, are you seeing a banner within the Shopify admin that’s asking you to upload documents are contact support?

If so, you will want to provide the requested information as it’s needed to complete the verification process. Alternatively, you can connect with our support team directly, where our support team will be able to take a closer look. When it comes to account specific questions like this, we wouldn’t have access to any account details through the Community.

Standard reviews however, are a typical process for merchants that are using Shopify Payments to undergo. This helps to ensure the safety of both you and the platform.

The connect with us, you can:

  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.

Please let me know if you have any other concerns.