Why is my payment account on hold after creating a new store?

Payments + Shipping & Fulfilment

Topic summary

A user’s Shopify Payments account was placed on hold shortly after creating a new store, preventing them from accepting new orders. The hold occurred despite having only one test order and no actual sales.

Current Status:

  • User contacted Shopify support on Friday via customer service
  • Support confirmed the issue would be handled via email
  • As of the last update, no email response has been received

Support Response:

  • A Shopify community moderator confirmed the ticket has been escalated to the Shopify Payments team for review
  • Advised the user to wait for an email response, as these reviews can take time
  • Suggested double-checking with live support if needed to ensure the ticket is properly routed

Resolution: The issue remains unresolved and is currently under review by the Payments team. The user is waiting for email communication from Shopify.

Summarized with AI on November 24. AI used: claude-sonnet-4-5-20250929.
2

Hi, @Abid037 . I completely understand why this is important for you to get resolved quickly. How long ago did you speak with our support team about this?

For issues like this with Shopify Payments, our Shopify Payments team will typically need to look into what happened. Based on what you’ve described it sounds like your ticket has been escalated to the right team and is being reviewed now. If you reached out to support and they confirmed you will get a reply over email, I recommend waiting a bit longer for it. The team working on your account will get back to you as soon as they can.

I’m not able to see your account information over the Shopify Community, but if you want to make sure your ticket is in the right place you can have our live support team double check by requesting support here. Please let me know if you have any other questions in the meantime!