Shopify’s Bank put a hold on the account.
Now we may be doomed.
Not sure why they would do this and why they withhold info on how to reverse this.
What should we do?
Topic summary
Issue: Merchants are experiencing payment holds on their Shopify accounts, with funds withheld for extended periods (5-10+ days in reported cases). Some holds appear to be triggered incorrectly—one merchant was asked to prove authorization to sell Nike products despite never stocking them.
Shopify’s Response: Official support (Maz) explains holds are standard security reviews by banking partners and directs users to:
- Check for email notifications from the financial team
- Reply to those emails with questions
- Contact live support for updates
- Wait 24-72 business hours for responses
Support cannot provide account-specific help in the forum due to privacy/security protocols.
Merchant Frustrations:
- Communication described as “evasive” and “non-progressive”
- Live support reportedly unhelpful, only adding notes to tickets without direct escalation
- Suspicions that Shopify is deliberately holding funds to earn interest
- Multiple merchants report legitimate businesses being affected
- One merchant lost $13k in sales on a previous platform due to similar issues
Status: Unresolved. No concrete solutions provided beyond waiting for email responses from specialized teams. Merchants express significant distrust in the support process.
Hi @ManagementUxD !
Thanks for getting in touch with your concern!
I cannot advise on why your payouts are on hold as I would not have access to your account. Sometimes we put payouts on hold pending a standard review by our banking partners. It is common practice when processing payments, and helps to keep your account and the platform safe. It does not stop you from processing orders in the meantime.
You may have received an email from our financial team regarding your payouts, if so I would recommend replying to that email for any questions or concerns you might have. Otherwise, you can also connect with us here on our contact page and request an update or some more information.
In the meantime, you can review the FAQs on Shopify Payments here on our help center to see if there are any steps you can take to resolve the issue on your end.
Please do let me know if you have any other questions!
Perhaps would you be interested in working with us to mitigate. Maybe even joining in on the email?
Thanks for your response, @ManagementUxD !
As with any payment gateway processing payments online, Shopify Payments would be required to perform due diligence such as complying with Know Your Customer and other ordinances. If your Shopify Payments account has been placed on hold, you should have been contacted via email by one of our teams about this.
This is a specialized team that deals with these matters solely via email with you and I would not be able to mitigate anything on your behalf as we’re not able to provide account-specific support via the Shopify Community at this time due to merchant privacy, authentication and security. This is also to ensure that no private information is leaked publicly.
Rest assured you will be in great hands with our payments team, and they will work as quickly as they can to update you on this matter.
Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
Shopify’s system/bank has COMPLETLY FABRICATED terms and basis of which deemed our customers order fraudulent. We have proof.
Thus far they have only communicated in a non-progressive evasive manner. If this is the best level of support. Surly it may be the “personality” of the individual, that is serving as a blockade to forward progress our this case. When asked if others have had the same circumstance reversed, they seem to find ways to evade the true nature of the actual answer. It’s almost like they have a white board with goals that read-- “Do not help any one receive their rightful funds , So we can collect interest through our bank”
What steps should be taken when a single personnel from the Payments Team, IS NOT HELPFULL?
How can we get in contact with someone who does look at DETAILS as well as facts, with the potential to put forth customer care solutions, moving forward?
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Shopify has placed my payments on hold until I can provide documents that prove I an “authorised resller” of Nike products. I do not stock Nike products and never have. The person at Trust and Safety is not reading my emails explaining that I don’t even stock the brand. Help! I need my money. At least give me my last payout so I can change platforms. This is scary that Shopify can do this.
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That’s not a solution. The person I am supposed to be communicating with doesn’t reply. I have been asked to provide documents that prove I an “authorised resller” of Nike products. I do not stock Nike products and never have. The person at Trust and Safety is not reading my emails explaining that I don’t even stock the brand. Help!
What’s your website URL?
Hello, @JesseHeaney !
Thanks for subscribing to this thread.
I understand you’re having a difficult time and I can appreciate this experience is not ideal.
As much as I would love to be able to fix this I’m unable to access your store, your tickets, or cases with our internal teams. This is because of merchant privacy and security and in case any private information gets leaked.
It looks like you’ve already been in contact with the team member assigned to your case and let them know that you currently do not stock any Nike products on your store. How long ago did you provide this information to them? The average turnaround time for a response is 24-72 business hours, however sometimes it may be longer due to the queues.
If you haven’t had any updates in a reasonable amount of time, I would encourage you to reach out to our live support here and ask for an update on your ticket.
Live support was a waste of time. They still have my money. It’s been 5 days now. My business is flawless. I am meticulous with everything. All of my supplier accounts are legitimate. The Shopify product is nowhere near good enough to be able to do this and not lose a lot of merchants. Definitely lost me. Shopify is struggling that much that I assume they’re doing this to a random selection of merchants to keep their money and earn interest on it. Fraud.
Exactly.
“Support” just finds that they have power in holding us back as opposed to believing they have power by helping us. They’re way, is very much backwards at this point.
my pay out has been placed on hold and I haven’t received an email
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Hey, @Bryangalindo !
Thanks for posting on this thread.
Is there a banner on the Payouts page or admin hompage stating the reason for the hold? If so, follow the direction outlined in the banner for the next steps so that you can address it.
If you do not see any next steps, please contact our live support here, so that our payments team can look into it for you.
Let me know if you have any questions.
I have reached out to the live support team and they have not yet emailed me. this is the 5th day since they placed my payout on hold…
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Hello, @Bryangalindo !
Thanks for your response.
I understand your frustration, and I’m sorry to hear that you’re still waiting on an update.
Regrettably, due to merchant privacy and security protocols, I do not have direct access to your store, tickets, or cases with our internal teams. This is to ensure the protection of your private information and prevent any potential leaks.
You have taken the correct steps in flagging this with support, and you should receive an update and next steps soon, please hold tight for the moment and wait for an update on your email. Thank you for your patience.
Hello my Shopify account has been on hold for 6+ days now I have a legit business I’ve got my first payout but as soon as it reached the $4k mark they hold my payout , I got customers texting me daily asking about updates!!! I have Proof that Manu customers received their order!! Please help me with this I already had this same problem on godaddy website and lost over $13k in Sales!!!
Hello, @Keshawn !
Thanks for joining this thread.
I for sure understand your feelings on this and that it can be frustrating waiting on updates. However, as mentioned previously on this thread I am unable to access your account or specific case with escalated support to provide you with an update. As much as I would love to be able to provide an update, we simply are unable to authenticate your account from the Community Forums in case any account information were to get leaked.
If you have received an email from our escalated support team, feel free to respond to that ticket requesting an update, alternatively you can always reach out to live support here at this page for more information. I do hope your issue gets resolved very soon!
They have been holding our 5-figure money for 10+ days. Support is useless. If you reach out to them, they will just add a note to the ticket saying that you reached out. Finance/Account Team is supposed to look into this issue but support agents do not reach out to them directly. They just add a note to the ticket and nobody sees those notes. I contacted to support 8-10 times at different times and talked with different people. They lie saying that “Team is working on it”, “They are investigating it”, “They are reviewing it”. NO THEY ARE NOT. When I ask support agents how exactly they know someone is working on it, they don’t have an answer. They assume it. They just want to close chat and continue with their lives. They say they understand my concern and urgency. How nice. Your understanding is not paying my debts to the suppliers. I need my money. If your payouts are being held, take three deep breaths. Remind yourself that your business will survive this as well. Do meditation to find calm and peace. You will need it.