Did you solve the issue? About me since 3 days ago I have not received any communications. That is very bad. They cannot stop making the payouts without notifying this to their clients. This makes me think that something is going on. Yesterday I tried again to use their service but no answer at all. I will do it later again.
Topic summary
Merchants are experiencing unexpected payment holds from Shopify Payments, often without prior notification. The holds typically occur mid-month during active sales periods, creating immediate cash flow problems for bills, suppliers, and payroll.
Common Issues:
- Holds implemented without advance email notification
- Support provides 24-72 hour timeframes that frequently extend to weeks
- Conflicting error messages (bank issues vs. account review)
- No clear timeline or status updates during review process
Support Experience:
- Many describe support as unhelpful or “robotic”
- Agents often lack information about review status
- Some merchants open multiple tickets before receiving updates
- Review durations range from several days to over a month (one case since mid-March 2024)
Merchant Frustrations:
- Verification should occur at account creation, not after establishing sales history
- Lack of communication is considered unprofessional and unethical
- Some merchants filing BBB and FTC complaints
- Business operations severely impacted without access to funds
Resolutions:
- Several merchants eventually had holds lifted after persistent support contact
- Timeframes varied significantly with no consistent pattern
- Experienced users recommend using multiple payment processors (PayPal mentioned) to avoid complete fund freezes