My payout account has been on hold for 3 weeks now
I have contacted support multiple times and been told it would be taken off hold, and then again it would be taken off hold and still nothing.
Right before Christmas I need this money to buy supplies to keep my business operating and I’m not getting any help at all.
My store has been operating for almost 5 years and this has never happened
Does anyone know who I can contact to get this rectified asap
Hi there @BecSals !
Sorry to hear you’re not happy with how long you’ve had to wait for an update on this.
When you had contacted support previously, did they let you know your query was being escalated internally to one of our specialist teams?
If so, would you be able to share the support contact ticket number for that interaction so I can check it out?
We won’t be able to share any updates here on your account or support contacts, but I can ensure that your case is in the right place and that it’s seen in the order it was gotten.
All the best!
Hi Don
This is the ticket number 34486237
Rebecca
11:37 am
Hi there
My shopify payment account has been on hold under review for 6 days now, I have contacted support earlier this week in regards to this and they said there was no issue with my account and the review would be lifted shortly.
Can you please let me know exactly when this is going to happen as I rely on these funds.
Thanks so much
Bec
Thanks for your message. A Support Advisor will reply as soon as possible. We’ll notify you via email once they reply.
Georgio T
2:54 pm
Hi Rebecca,
Thank you for reaching out to us today.
In getting up to speed regarding the hold, I can confirm I’ve escalating this for review, and that this should have occurred upon your initial outreach to us. I’d like to apologise on that front.
Separately, while I was on your homepage I noticed that you haven’t added shipping, returns, and terms and conditions policies to the footer of your website.
These policies are a great way to increase trust in your brand and make the store appear more reputable, which in turn has an impact on your conversion rate. It’s a good idea to have that information readily available as it can be used as evidence in a chargeback dispute. This guide takes you through the process of setting those policies up, and we also have a template builder which you can find on this page.
Kind regards,
Georgio | Shopify Support Advisor
Katie
3:35 am
Hello,
Katie here from Shopify, I have now requested the hold be removed on your payment gateway.
Your Payouts screen in your Shopify admin should refresh in the next 2-5 business days displaying the updated payout information, and following your regular payout schedule. Any funds owed should be listed on that page and the days they’re expected to be paid out, following this, the funds will reflect in your bank account within a few business days, depending on your own banks’ processing times.
We will continue to monitor your account as standard and will reach out in the future if required, but if there’s anything else I can help out with then please don’t hesitate to get in touch!
Kind regards,
Katie
Risk Analyst | Shopify
Rebecca
9:14 am
Hi Katie
Its now been 10 days and the account review message is still sitting on my dashboard, another 2-5 business days takes this to over 2 weeks?
The payout is almost $2000, I have a car payment that is due at the end of this week, so I am desperate to have this sorted out before then.
Katie
3:33 am
Hello,
Thanks for your email. Our banking partners have placed the hold as part of a standard review. I have already asked them to release the funds on Friday but I have escalated this request today and will keep your store on review. If I receive a follow up from them I will update you.
Thank you for your patience.
Kind regards,
Katie
Risk Analyst | Shopify
Rebecca
10:32 am
Hi Katie
I need an update on this issue please?
My funds have still not been released
Rebecca
10:32 am
Its now almost $3000 on hold, this close to Christmas I need to order supplies, my company car loan is due today as well.
Rebecca
10:25 am
Can you please respond?
Rebecca
10:29 am
I have had to pay my company car payment from my personal savings, I am delayed in ordering supplies.
This is ridiculous, my store has turned over more than half a million dollars in sales over the last few years, and I have never had this issue.
Katie
5:29 am
Hi,
Thanks for your email.
I understand the inconvenience not having access to your funds is causing and I do apologise.
Our banking partners have not lifted the hold, I have reached out to them to request the fund be released or next steps on what is causing the issue.
I do not have any update at this time but I have escalated your case and will reach out as soon as I do have an update.
If you have any questions regarding this matter please respond to this email.
Kind regards,
Katie
Risk Analyst | Shopify
Rebecca
10:26 am
Hi Katie
Its now been a week since you said the hold would be lifted
can you please let me know whats going on?
Rebecca
12:41 pm
hello? I am still waiting on a response?
Hi again @BecSals !
Thanks for getting back to me here and for sharing your support contact ticket number.
I can confirm that your contact is in the right place and that that is where you’ll be able to get any more info or updates on your next steps.
Be sure to check it out for any replies from our team so you know how to proceed here.
All the best!
This is happening to me right now :(. I submitted every document they asked for and I was told almost a week ago that the hold has been lifted and my payout will update as normal in 24 hours. The hold is still there, 6 days later. No one responds back in the email. I am really frustrated it is my first big sale and I had to pay a lot of money to order the products to fulfill the order. Why do they email saying the hold has been lifted, when it hasn’t?? Did you end up ever getting a resolution?