Why is my payment account on hold and how can I fix it?

Shopify Discussion

Topic summary

A Shopify merchant received a notification that their Shopify Payments account is on hold.

Shopify Support explained this is typically due to a standard account review process, which usually requires:

  • Proof of ID
  • Proof of address

These documents are cross-referenced with account details on file.

Resolution steps:

  1. Contact Shopify Support directly through the admin panel banners
  2. Support will email to authenticate the account owner
  3. Once verified, the case escalates to the appropriate review team
  4. The review process generally takes 24-72 hours

For accounts on hold without specific requests: The review may conclude automatically. If the hold persists for multiple days, merchants should contact 24/7 live support by:

  • Visiting the Shopify Help Center
  • Selecting “Get support”
  • Choosing the relevant topic (Account/Store settings)
  • Connecting with a Support Advisor

Another user reported the same issue, indicating this is a common occurrence during account setup or routine security checks.

Summarized with AI on November 24. AI used: claude-sonnet-4-5-20250929.
1

I just sat up my payment but for some reason I have a notification on my home screen saying “your Shopify payment account is on hold” how do I fix this

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2

Hey there, @Ish302

Bo here from Shopify Support!

It looks like your account is up for a standard review by our team. Generally what happens in these cases is that our team will request a proof of ID and proof of Address to cross-reference them with the details that we have on file. The best move forward, as suggested by the banners in your admin is to contact support directly. I will be reaching out to you via email to authenticate you as the owner of the account. Once you have emailed me back I will be able to escalate this to the appropriate team to continue with this review process. This generally takes 72 hours.

All the Best,

Bo

3

Hi Bo i have the same problem, where can i contact the support team?

4

Hi there, @Martin3107 !

Thank you for your comment. If your Shopify Payments payouts are on hold and there isn’t any specific information being requested in your Shopify admin, there is likely a standard review of your account happening that will conclude on its own. If you’d like to confirm this, or if it has been multiple days and your account is still on hold, you can contact our live support team for more information. We’re available 24/7, and when it comes to reaching out to our live Support line I’ll provide some steps here to make it easier:

  1. Head over to this link: Contact Shopify Support · Shopify Help Center
  2. Log in
  3. Select the support topic that best suits your inquiry (such as Account or Store settings)
  4. Scroll down to where it says Get support and select one of the available support options

You’ll then be connected with a Support Advisor who can review your account and assist you.

Please let me know if you have any other questions!