Your payouts from Shopify Payments are on hold while we review your account

Shopify Discussion

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.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
81

I’m sorry, this is my ticket. I’ve been on hold for more than a month.53944136

82

Hi @Hank Are you still around? I have the same problem as many users here.

83

That’s rough.. payout holds are usually triggered by sudden bursts of sales, business information that doesn’t match, or risk of chargebacks. While Shopify is reviewing it, check your banking and business information in Settings > Payments. For a quicker release you can link a different processor such as PayPal or Stripe to maintain cash flow in the meantime.

84

but if you open a ticket 90% of the time it is just closed a week later with no follow up. i just had my third chat and third ticket opened for the same issue I have been dealing with for 6 months. worthless to open a ticket if no one gets back to you and the ticket is closed. ground hog day at Shopify. no one cares if your the system hinders our ability to run our businesses. you care about one thing… money for Shopify

85

or for no reason at all. I see it every day on Reddit with people crying. some spent months building their business and the site is live then boom. everything tunred off, no explaination at all. then maybe, just maybe they turn it back on. many just leave and Shopify without ever knowing why and then go to Square with same info and everything fine. Shopify could at least give a reason and how they can fix it. instead of a canned email with non one to contact