I read I was supposed to get an email but I checked my spam mail also and I haven’t received anything. Please help!
Hi, @steph12tovar
Sorry to hear that your Shopify Payments account is on hold and that it’s affecting your store’s ability to accept orders. I understand how important this is, and am happy to walk through what to do from here. When you say you read you were supposed to get an email, where did you see this?
If you haven’t received any emails from our team regarding this, what do the banners in your Shopify Admin say? Is there a button to “Contact Support”, or possibly “Upload documents”? If there are any banners asking for missing information, it is important to get this updated as soon as possible.
Otherwise, if there is no information request that you can see, and you haven’t already, the best thing to do from here is to reach out to our Support team directly for more information. While we can’t provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. You can follow the link to Contact Support. From there, login to your store, search for the topic you need help with, and then look for the option to Continue to get support.
Let me know if you have any further questions.
Thank you, I have been trying to reach the live chat or customer support but I get sent to a different page. Can you please provide me with the exact email for customer service.
Thanks for the reply. Sorry to hear you’re still having troubles contacting Support. We don’t have an outgoing email address as the only way to contact us is by creating a support request through the Contact page I shared. Can you please share a screenshot of the page you’re getting stuck on? I’d be happy to help point you in the right direction.
To go over the process again, once you’ve clicked the link to Contact Support, you’ll need to login to your store, then search for the topic you need help with, for example “Shopify payments on hold” and then scroll and look for the option to click Continue to get support. From there, the options to connect with our team via live chat, email or callback request (when available) will be prompted.
Let me know how this goes!
They have been holding our 5-figure money for 10+ days. Support is useless. If you reach out to them, they will just add a note to the ticket saying that you reached out. Finance/Account Team is supposed to look into this issue but support agents do not reach out to them directly. They just add a note to the ticket and nobody sees those notes. I contacted to support 8-10 times at different times and talked with different people. They lie saying that “Team is working on it”, “They are investigating it”, “They are reviewing it”. NO THEY ARE NOT. When I ask support agents how exactly they know someone is working on it, they don’t have an answer. They assume it. They just want to close chat and continue with their lives. They say they understand my concern and urgency. How nice. Your understanding is not paying my debts to the suppliers. I need my money. If your payouts are being held, take three deep breaths. Remind yourself that your business will survive this as well. Do meditation to find calm and peace. You will need it.