Shopify Payments account holds

After you set up your Shopify Payments account, you might receive a notification in your Shopify admin or an email from Shopify indicating that your Shopify Payments account is on hold. The message in your Shopify admin might include information that's specific to your store, or it might request that you contact Shopify Support. Only the store owner can access specific account details.

The best source of information to resolve the issue is either the notification in your Shopify admin or the email that's sent to the store owner. Ensure that you follow any email requests or admin messages to resolve the issue as quickly as possible. If there isn't enough information, then you can contact Shopify Support.

Reasons for account holds

Account holds are placed for a variety of reasons, and are account specific. Shopify Payments accounts are subject to standard reviews throughout the account's lifespan.

Some possible reasons for account holds are related to information requirements, incorrect bank account details, and issues with product eligibility. The following other factors might also result in Shopify Payments account holds:

Supportability: your business type or model might not be supported on Shopify Payments. Learn more about Shopify Payments prohibited businesses.
Sanctions: your business might be subject to sanctions related to your location.
Creditor or legal actions: your business might be involved in creditor or legal action.

For more information, refer to each country's specific Shopify Payments Terms of Service and Shopify's Acceptable Use Policy.

Creditor or legal action

The payment processors that support Shopify Payments (such as Stripe, PayPal, or Adyen, depending on your region) might receive legal notices from third-party creditors. When this happens, the processor is legally required to place a hold on your payout account for the amount specified in the notice.

To resolve a creditor hold, contact your creditor directly. You can also consult independent legal counsel to understand your obligations and options in your jurisdiction.

Shopify can't remove this type of hold. Only the payment processor can remove it after receiving a release directly from your creditor.

Account holds after receiving orders

Every store that sets up an account on Shopify Payments is legally subject to the standard review process, which happens throughout the account's lifespan.

After you finish setting up your Shopify Payments account for the first time, you can use it to accept payments right away. However, if Shopify's banking partners require more information for your business, then your Shopify Payments account is put on hold until your details can be verified.

Staff member permissions

Only the store owner is authorized to access Shopify Payments account details, and therefore the only one who can resolve a hold on the account. Staff members might encounter a generic admin prompt or an email suggesting to contact the store owner.

Find the account hold email

If you can't find an email in your inbox, then make sure to check your spam folder. The email is sent to the store owner email address listed in your Shopify admin. To confirm which email is the store owner email address, go to Settings > Users and permissions and click the name under Store owner. The email address is listed under the name on the Store profile page.

If you're certain you didn't receive an email about the hold, then contact Shopify Support for next steps.

Verify email legitimacy

Before you click any links in an email, or give your business and banking information to anyone, refer to protecting your account against phishing, vishing, and smishing.

Customer checkout during holds

In most cases, your customers can still check out if your payouts are on hold, however, you won't be paid out for the orders until the hold is resolved. In some cases, your store can't accept new orders. To confirm whether your checkout is affected, refer to either the banner in your Shopify admin or an email sent to the store owner.

Resolve a hold and receive payouts

The fastest way to resolve a hold on your Shopify Payments account and continue receiving payouts is to provide any information that's been requested, and to reply directly to any email from Shopify.