Your payouts from Shopify Payments are on hold while we review your account
and there is no email you guys have sent me and all my email is correct and i have checked junk as well this is soo frustrating and when i contacted support they just keep on assuring on things they dont even know just standard replies as usual no matter what the situations are for any scenario the support does not has teh capability to resolve anything . what is going on its been 1 day now and no one has asked me to do anything except that i should contact the useless support who is not able to do anything on the support ticket
i need an update from a real understanding person who knows what this is and not a robot like in teh chat support
Thanks for reaching out in our Community Forums about this. It sounds like a frustrating situation for sure, and I’m sorry to hear that your experience with our internal support team has been negative thus far.
I’d like to clarify and set the proper expectations with you that we don’t have any access to accounts or support tickets via the Community Forums, due to privacy and security reasons. Because of this, we won’t be able to action anything from our end as our support here is limited to general topics and enquiries. Account-specific situations like your case would require an internal team member to assist.
For more context, when a Shopify Payments account is under review, our accounts team and banking partners are currently authenticating your account information to make sure that the information you’ve shared with them is accurate. Generally, stores will see a red banner on their Shopify admin’s homepage telling them to upload requested documents from our team—if this is the case for your store, you can proceed to upload the necessary documents, and from there our accounts team and banking partners will be able to continue with their review. If no banner occurs, or if the banner states that you’ll need to contact our support team, then our team can take a closer look at your account to provide you with the next best steps. We have more information about this process on our guide here, if you’d like to learn more about it.
I see that you’ve provided us with a ticket number of your interaction with our internal team—as mentioned, our Community Forums team cannot access this from our end, so can you let me know what our support team said to you within that ticket? Did they perhaps mention that an escalation to a Shopify Payments accounts team will be completed for you, so that they can further assist with your case?