Our store has been open for a week. We are accepting checkouts. We set up for daily payout. We have now been in “standard review” for over a week with no communication. All of our money is tied up in limbo. The support chat has told be on two separate occasions that we should receive an email in 1-3 days, but it’s been over a week. It’s difficult to believe in shopify and put our faith into this new platform if our entire business revenue is on hold indefinitely with no explanation. does anyone else have this experience? is there a phone number to call for an explanation? how do we rectify the situation?
Hi, @pcfadmin
I understand that your Shopify Payments is currently on-hold and that you have already provided documentation in order to verify certain details of your account, is that correct?
I can appreciate the need to get this addressed and opened up so that you can access your funds and make sales. Have you received any sort of email throughout this process from us? It would have been from our Shopify Payments team directly.
If you haven’t received an update on your Shopify Payments hold, you can reach out directly to our support team for some more information. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center where you can start a conversation with a Support Advisor who can look into this for you. You can request a call back, chat via live chat, or through email.
That being said, a review process can take anywhere from 3-5 business days as we work with our banking partners to make sure all regulatory procedures are followed. So if it isn’t the case just yet, it might be advisable to wait for a couple of days before having your Shopify Payments released.
I have been promised an email for review/documentation, but have not received it yet. It’s been more than 5 business days and all of our accounts receivable are running through shopify at this point. There has been no communication and our business can only sustain this for so long. How do we escalate this for a quicker turnaround? Is there anyone to speak with?
Thanks for following up. In order to get updated information on this case, you would need to reach out to us on our live support channels on our Help Center here as they can access your account information and follow up for you.
I am sorry for the wait so far, and I am sure we can get to the bottom of it through our live support lines as they can work with our Payments teams & Banking Partners.
Rein, I’ve done the live chat support 2 separate times. All they tell me is to wait “3-5 business days” and that they cannot provide any further detailed info or update. We are now on business day 8. We are not a new business; we transferred over to your platform because of all the good things we’ve heard. So far, we’ve had zero communication and all of our money is tied up in limbo. What else can we do to get someone on the phone that can handle this?
Rein, is there someone i can speak with?
@Rein ??
In this case @pcfadmin as much as I wish I could direct you specifically, the best way to follow up and get further information and support would be to reach out to Live Support. As the nature of your case here is that of your account, it requires access to your account information to verify further.
Please visit our Help Center where you can start a conversation with a Support Advisor who can look into this for you. You can request a callback, chat via live chat, or through email.
I know this is not ideal, but if you explain the situation and that you have indeed waited the usual amount of time, you can request information and clarification on what might be the delay as this can happen depending on the situation.
@Rein In this case, as i’ve mentioned, i’ve done that on 3 separate occasions. The last time, was yesterday afternoon. I communicated with “betty”. She promised a follow up and update later that day. I have heard nothing from anyone. This is business day 8 now. I’m losing faith in your company.
What can be done?