Why are my payouts on hold after multiple payments made to you guys???
Topic summary
Merchants are experiencing payment holds from Shopify Payments during account reviews conducted by banking partners. These holds freeze payouts while stores can still accept new orders and incur fees.
Common Issues:
- Reviews triggered without warning, often at critical times (e.g., Small Business Saturday)
- No direct phone support available for immediate resolution
- Merchants must upload verification documents through admin panel
- Review timeframes vary: officially 1-3 business days for documents, but some report waiting 4+ days despite 24-48 hour promises
Resolution Process:
- Banking partners request standard verification documents
- Documents must be clear, complete (no cut-off edges), and uploaded promptly
- Support staff can query tickets but cannot expedite banking partner reviews
- Some cases resolved within days (one example: completed in ~2 days)
Merchant Frustrations:
- Inability to access funds while Shopify still collects fees
- Lack of direct communication channels
- Uncertainty around review duration
- Impact on small business cash flow, especially when funds are needed for order fulfillment
The discussion remains ongoing with multiple merchants seeking updates on their individual cases.
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Hey, @Indiyah1 . I can understand the confusion, let’s look into it!
Generally when payouts are on hold, it has to do with a standard review that is being conducted on your Shopify Payments account; Payouts won’t be on hold due to any account billing situations.
That being said, when a review is being conducted an email will have been sent to the account owner informing them of this, and outlining the next steps. Therefore, please take a look for this email, and be sure to check your junk/spam folder as well in case it was directed there by your email host.
Once you’ve located it, please follow the instructions provided. If you have any further questions, replying directly back to that email is the most efficient way to get answers. Your email will be received by the Analyst familiar with your account, and they’ll be the only ones who can provide any additional information to you about it.
Hope this helps!
Same thing has happened to me. My funds have been on hold since July 4th with no resolution in site and the support email hasn’t responded to my emails for an update and when I call support they can’t tell me anything. I am authorized to sell all products I’m selling and it’s been 3 days since I turned in the paperwork. This process is negatively affecting my business as we currently have over $20k on hold. Are you able to help push this through.
Ticket ID: 1a1355f8-7935-4fc0-82ec-969aa697500b
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I too have the same message “Your payouts from Shopify Payments are on hold while we review your account. Contact Support for next steps on this standard review. This hold does not prevent your customers from checking out.” However, I have gotten no email asking for documents and when I chat with the support team they cannot tell me when this will be resolved. Can someone please help escalate this and get it resolved?
WHY??? I HAVE A VERY IMPORTANT DROP TOMRROW
Going through the same thing as we speak, sent info excel import from SHIPPO showing lot of these orders fulfilled and yet can’t get a response. I have customers waiting for their product and cannot purchase labels. If you are going to place a hold on funds, make accommodations for folks who use your platform to run their business. You don’t freeze or hold funds in times like this during holiday season when consumers are waiting for their product. It simply makes no sense. My cousin went through this and what was the downfall of his business. A class action suit may correct your guys . Get these risk analyst phone lines so we can talk directly to them to resolve simple issues instead of holding funds and they pick and choose when to respond. Highly disappointed and unacceptable.
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My account is also on hold. Spoke with someone in the chat, and they claim they can’t tell me a time frame of when this will be resolved. I was never notified to send anything for verification for this hold to happen, and I have 2 step authentication active. This is ridiculous.
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Hello Hank, hopefully you still at Shopify and the you can assist us with our situation.
this is the current update:
Greetings to You.
@fatimi20 here again,
asking you to reconsider our Shopify Pay Access.
Here is the thing,
we reach out to Support this morning a Shopify Support Agent Suggested a troubleshoot, to get the payment go Through, to pay our Shopify Monthly Billing Circle,
we came to notice today that our Shopify account Balance have been locked; we want the why of all of this.
Our monthly plan payment is up to $39Usd without notice, because it was supposed to be $29 usd per month.!
We Set our Shopify approved bank card as default payment method to handle matters like plan payment, we have been told by Someone name (lance) at shopify support that even though our Shopify pay has been put on hold, that will not affect our use of Shopify… balance…! On our Shopify balance we have more than $500 usd, yet we are baffled understanding why the payment declined? So please assist.. and fast..!
Lance Said, (To clarify this does not affect your use of the Shopify platform to run your online business, it specifically relates to your use of Shopify Payments as a payment provider gateway.)
We really don’t appreciate this way of working,
We firmly Believe that we deserve Clarity, and we want to have access to that money, and to our Shopify balance account in case we have to refund someone, or get refunded by our suppliers as well, since we used our Shopify balance card to purchase from our supplier as well in our activities, and pay Shopify plan for exemple.
our ticket is as follow: The ticket number is 37733103.
and are also experiencing Shopify balance freeze while we.
Any Help?
hi i am facing the same issue can you please help me out i haven received any notification yet
The same thing is happening with our store. No phone number to call. No ability to chat with anyone who has authority. Wow! Shopify functionality and customer support have gone downhill since I signed up.
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I have an open ticket, Hank. It’s been open for two days with no activity from Shopify and no answer whatsoever on what needs to be verified.
Cryptic message from Shopify that doesn’t mean anything.
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That response is unacceptable, Oliver. Standard business practice is to notify store owners BEFORE putting payments on hold, giving them reasonable time and reasonable access to provide the verification details.
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Review without putting payments on hold, Helen. This makes no sense.
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Mine is the same, my account is under review and my payouts got on-hold for 10 whole days, during there is zero notification and no one ever contacted me. I contact shopify support and can offer no help, they only told it is reviewing by bank partner and need 2-3 days. But the fact is it has been 10 days already. what a Joke
Has yours been resolved yet? Mine were put on hold Nov 24th with last payout on November 23rd. This during Black Friday, Small Business Saturday, and Cyber Monday. I submitted the requested documentation within 24 hours but my emails are either ignored or I get a standard “we’re reaching out to our banking partners” message. I supposedly violated Terms of Service by selling wine - which I have a license to do. Not a peep for 4 years but suddenly the day before Black Friday payouts on hold. It’s seriously impacting my business and I cannot get anyone at Shopify to give me any info. Very punitive practice.
i am facing the same issue, but I haven’t received an email yet. Could you please tell me what document did they required?
Hey Hank, saw some of your responses and knew you knew what you were talking about. Recently we’ve been been scaling up our store and putting 100% into it. That may have not been the smartest since our shopify payouts are now on hold and we are getting this message “Your payouts from Shopify Payments are on hold while we review your account”. Because of this we now have the majority of our funds stuck in our Shopify balance, and after seeing what other people, with the same problem, had to say, it isn’t looking promising to say the least. Could you please assist us with this, we’d be extremely grateful, and if you need our email you can contact us at belyrahelp@gmail.com. Right now we have some outstanding bills and need to fulfil customer orders so your feedback would be greatly appreciated. Thanks!
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I’m having the same problem and I’m trying to figure out why my account is under review when all my payments go through fine and my bank is a federal bank so no problems there.