I became my first customer. I bought a few shirts to see the quality before I open my store to the public. I received the items. My credit card was charged. But my payout has been pending for almost a month. I can’t find a way to message Shopify. What can I do ?
Topic summary
A merchant’s first payout through Shopify Payments has been pending for nearly a month after making test purchases from their own store. The credit card was charged and items were received, but the payout remains on hold.
Key Issue:
- First payout stuck in pending status for ~1 month
- Using Shopify Payments with personal debit card for test orders
Support Guidance Provided:
- Contact Shopify Support Team directly to investigate the account-specific payout hold
- Access support through the AI chat assistant, then request human help
Ongoing Challenge:
The merchant is struggling to navigate Shopify’s support system:
- Cannot find direct messaging options
- AI chat only provides generalized FAQ answers
- “I still need help” button mentioned by support staff is not visible on their screen
- Attempting to type “I still need help” in chat as alternative method
Status: Unresolved - merchant still trying to reach a human Support Advisor to address the payout hold.
Hi, @LLCAS .
Thank you for reaching out!
What payment gateway are you using? Are you using Shopify Payments?
Please let me know if you have any further questions!
Talk soon,
1 Like
I do have Shopify payments. I used my banks debit card to pay for it.
Hi, @LLCAS .
Thank you for your reply!
I recommend contacting our Support Team as your payout should not be on hold for a month. The Support Team will be able to look into your account and help you with this.
Please let me know if you have any further questions!
Take care,
That’s the problem ! How do you talk/message to someone about your issue ? All it has it FAQ’s. There’s nowhere to do that.
Hi, @LLCAS .
Thank you for your reply!
Do you see the AI chat on the right side of the page when you click that link?
Talk soon,
All it does is give you generalized answers.
Hi, @LLCAS .
Thank you for your reply!
You can ask for more help, which should connect you with a Support Advisor.
Take care,
How do I ask for more help ?
Hi, @LLCAS .
Thanks for your reply.
You just need to click the I still need help button near the bottom of the chat or type I still need help and you should be prompted to chat with an Advisor.
Let me know if that works for you!
Take care,
I don’t see a “I still need help” anywhere on this page
Hi, @LLCAS .
Thank you for reaching out!
Are you able to type “I still need help” into the chat?
Talk soon,