Shopify Payments payouts on hold: what to do

In short

How do I remove a Shopify Payments payout hold?

The store owner should check the notice in the Shopify admin and the email sent to the store owner's address, provide the information requested and reply directly to Shopify's email. Shopify says this is the fastest way to resolve a hold. If there isn't enough information, contact Shopify Support.

What a hold means for your store

You can still use your store and keep working on it
In most cases, customers can still check out
Payouts from Shopify Payments wait until the reason for the hold is resolved

Common reasons for a hold

Information Shopify still needs, such as tax or business details
Incorrect bank account details
A business type or products that Shopify Payments doesn't support
Sanctions related to your business's location
Creditor or legal action involving your business
An account review, for example over misleading product listings, unclear subscription terms or unreliable fulfillment

Fix it: step by step

1Make sure the store owner handles it: Shopify says only the store owner can access Shopify Payments account details.
2Read the banner in your Shopify admin and the email sent to the store owner. The owner's address is under Settings > Users and permissions.
3Provide everything requested and reply directly to Shopify's email.
4If there isn't enough information, contact Shopify Support.

Reserves and slower payouts

During a review, Shopify may set a custom payout schedule, with payouts taking from 5 to 20 business days, or keep part or all of your transaction funds in a reserve for a set period. Shopify communicates hold and reserve terms in your admin and by email to the store owner.

If Shopify Payments is deactivated

If the risks aren't resolved, Shopify says payouts may be suspended or your ability to process charges through Shopify Payments deactivated. You'll get an email with next steps, and you can appeal a deactivation through Shopify's store termination appeal process.

Lower the risk of another hold

Keep product descriptions accurate
Deliver within the times you promise
Make subscription terms and cancellation clear
Answer customer concerns quickly

Frequently asked questions

Can my staff fix the hold?

No. Shopify says only the store owner is authorized to access Shopify Payments account details, so staff need to pass the notice on to the owner.

Can customers still buy during a hold?

In most cases, yes. Shopify says customers can usually still check out, but payouts wait until the hold is resolved.

How long do payouts take during a review?

Shopify says a custom payout schedule may apply during a review, with payouts taking from 5 to 20 business days.

Official sources

The platforms' own help and policy pages. We are not affiliated with them.