This monday morning, they showed me a red banner in my shopify admin saying that my payouts from Shopify Payments are on hold for a review and that I had to contact the support.
I immediatly contacted the support several times because I needed that money for my business, but they all had the same answer, that it was a normal typical review and it will be fixed in 24-48 hours.
Now it is thursday, 3 days after, and it’s still not fixed and showing the same error although I received no email explaining it and I had already in the past given all the necessary documents for verification.
Can I please know what is going on, how to fix it and how long this procedure can take.
Thanks for reaching out regarding this. I appreciate that this is a time sensitive issue and that you would like to get this resolved as soon as possible.
That is correct that this is a standard review conducted with our Accounts department and banking partners for merchant security. While this is being carried out, your customers can still check out on your store. Please be aware the Accounts team work as quickly as possible to finish the review as we understand how important payouts can be for cashflow. It can take a few business days to complete a review, but I want to reiterate that it’s done in the interest of you and customer’s security. We aim to have a response time of 24 - 72 business hours, however sometimes it can be longer due to our queues and the amount of requests that are coming in daily. If the Accounts team need any further information or clarification, they will email you. Please keep an eye out for that and check your spam folders – it’s best to reply to them directly if they reach out. We really appreciate your patience in the meantime.
We are in the same situation. Actually from reading all these forums I can see tons of people are in the same situation unfortunately. I’ve reached out to support daily with just the same reasoning to give them a few more days.. I get some comfort knowing I’m not alone but scared to see a company we trusted so much has some ethical issues that will be hard to forget about in the future
Thanks for joining this thread, and I can understand it is not ideal.
As much as I would love to advise, I cannot provide lead time for when you’ll receive an update about your payouts – I know that is not the answer you are looking for. Our queues are ordered chronologically and by priority, and they are aware of how important this is. Hold tight and keep an eye out for any emails in the meantime.