If i get this message does it mean that I won’t get paid or customers can’t order, and I already contacted them I just wanna know if it’s stopping customers from buying or its just not going to let me withdraw the money
Hi
If you get this kind of message from Shopify, it simply means your customer won’t be able to place order/checkout.
What you need to do is to integrate another payment gateway or get as many payment gateway as possible for easy access of customer shopping experience.
Which payment Gateway did you integrate to your Shopify store?
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The regular one they have
But I also tested to see if orders go throught and they do
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Hi there @Noodles1
Welcome to the Shopify Community! Are you new to Shopify in general, or just posting here for the first time?
I understand that you have noticed a warning message in your Shopify admin stating that your Shopify Payments account is on hold, and you are now wondering if it is stopping customers from checking out on your store.
I appreciate that it is not an ideal situation to have your payments on hold. Sometimes when a message like this is displayed in the admin, it will include extra information such as ‘your payouts are on hold but your customers can still place orders on your store’ - can you confirm if you can see anything like that? Or does it simply state that the account is on hold?
Shopify Payments accounts can go on hold for a number of reasons. It’s possible that this is simply a routine check by our banking partners, however without being able to see your account I cannot say for sure.
If you haven’t heard from our team via email with regards to this, and haven’t yet reached out to our support team then the best thing you can do for now is to contact us using this link here. We can authenticate you as the account owner and take a closer look at what might be happening. It sounds like you may have already contacted us. If so then it will be a matter of waiting for our team to reply via email. Here on the Shopify Community I cannot access your account or see any support tickets, so using my link above will be the quickest way to get more info on this!
Yes I can confirm that all it says that my payments are on hold “Your store can’t accept new orders with Shopify Payments.”
And I did reach out they did confirm that my hold is being reviewed I also put my paypal, but I need this store to fully open for the fact I need to pay the shopify plan.
Hi @Noodles1
Thank you for providing the extra information.
I totally understand that you need to get your store reopened to be able to pay for your Shopify subscription. As you have already contacted our support team who have confirmed that this hold is being reviewed, for now it sounds like you have done everything that is required, and will need to wait for the Shopify Payments account review to be completed.
Once our team has more information for you they revert back to you via email with an update. If any more information such as extra verification documents are required, then they will let you know.
ok thank you I hope its\ soon
I can probably but the problem is that the store has a domain and if I try to move everything out and into a new store on a new account then they’ll probably find it and lock it again
I’m having the same problem. Have the ‘standard review’ message - saying that customers can still checkout and pay, but my payments are on hold. I have nearly $2k on hold at present, and can’t afford this amount to get any bigger. Been in touch with support several times, only to get the runaround. Seems there is zero support for this issue. My question is…if I deactivate shopify payments and switch to a third party payment provider - what will happen with the funds that are on hold? Will they pay them back to me eventually? Has anyone had experience with this??
Since I started my Shopify payment account I have the message that my costumers can’t order because my account is on hold. What can I do? I’ve already sent the documents multiple time but the problems is still there, I feel like I spent money and time for nothing
Hi @InGalight
Thanks for reaching out here in this thread to let us know, and welcome to the Shopify Community.
I understand that your Shopify Payments account is on hold, and as a result customers cannot place any orders on your store.
Thanks for confirming that you have submitted documents, but the account is still on hold. Can you confirm if there are still requests for documents in your Shopify admin, and if there are any reasons for verification refusal there such as incorrect document type etc?
It would be worth checking to see if you have received any emails from our team in relation to this issue - sometimes emails can end up in the spam/junk filters so be sure to check those too. If you can’t find anything there from us, and you are unable to resolve this by submitting documents in your admin then please do reach out to our team using this link here, and we can take a closer look at what might be happening.