Checkout displays “This store can’t accept payments right now” despite Shopify Payments being set up and a subsequent “Welcome to Shopify Payments” email. The store’s backend shows the account is on hold and instructs contacting Shopify Support.
Attempts to reach support via the legal email and live chat fail, with the chat showing an error and redirecting to the Support Center. The request is for status and activation of Shopify Payments.
Community guidance: account-specific issues must be handled by Shopify Support (the forum cannot access account details). To resolve access problems, try:
Clear cache/cookies; use an incognito tab.
Switch browsers (Chrome/Firefox/Safari) and devices; try the Shopify mobile app.
Restart the device; ensure software is up to date.
Then, go to the Help Center, enter “Contact Support,” log into the shop, and choose an available support option.
Status: unresolved. Next action is successfully connecting with Shopify Support to review the account hold and enable Shopify Payments.
Note: Shopify Payments is Shopify’s built‑in payment processor; an “account on hold” typically indicates a compliance review pending further verification.
We have Shopify Payments set up on the store and currently on the checkout page we are just getting the notice “This store can’t accept payments right now.”.
We did get an email from the legal department asking to send extra info to them which we did and the a day later received a Welcome Welcome to Shopify Payments email, but it is still not active on the checkout page.
In the store backend under the notifications section there is a notice about the account is on hold and saying that we need to contact Shopify Support and we’ve tried to reply on the “legal” email that we had and also tried to contact support advisor via the chat, but then we get an error page “There’s a problem loading this page” which then just redirect us back to the Support Center.
If you can please let someone get in touch with us and let us know the status of the Shopify Payments on the Store or what the problem is.
Thank you for reaching out to the Community. I’d be happy to provide some assistance with this request, to ensure it gets resolved.
For inquiries like this, you will want to connect with us directly. This will allow our support team to investigate further as we wouldn’t have access to any account details through the Community. As you are experiencing some troubles connecting with us, I’d encourage you to attempt the following troubleshootings steps listed below to see if this helps to resolve:
Clear your Cache and Cookies.
Access the shop in an Incognito Tab.
Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
Try Another Device.
Try accessing from the Shopify Mobile App.
Try Restarting your device.
Make sure your device is Up To Date.
After completing all of the outlined steps above, you can head over to our Support Page to see if you’re able to connect with us.