Shopify Payments guide
“Shop Pay suspended”? Shop Pay vs Shopify Payments restrictions explained
By the GetBackMyShop editorial team · Sources checked
Short answer
Shop Pay is an accelerated checkout option, not a separate payment account. Shopify says Shop Pay is included as part of Shopify Payments and processed at Shopify Payments rates. So when a merchant says “Shop Pay is suspended”, the notice is often about Shopify Payments (a hold, a reserve or deactivation) or about the whole store (a restriction). Identify which one before you respond, because each has its own process.
What this guide covers
This guide is for Shopify merchants who have lost Shop Pay at checkout, received a payments notice, or found their store restricted. It explains the differences and points to Shopify's official help pages for each process.
Three different things
| Shop Pay | Shopify Payments | Store restriction | |
|---|---|---|---|
| What it is | An accelerated checkout that saves customer details. | Shopify's built-in way to accept card and other payments, and receive payouts. | Shopify restricting access to the store itself. |
| Depends on | Shopify Payments, including when Shop Pay is used on other platforms. | Eligibility, verification and ongoing risk review. | Shopify's Terms of Service and Acceptable Use Policy. |
| What you notice | Shop Pay missing from checkout. | Payouts stopped, a reserve, a review or deactivated charges. | Storefront unavailable, limited admin access, billing paused. |
| Where it's resolved | Payment settings, or the underlying Shopify Payments issue. | The admin notice and the email to the store owner; reply with what is requested. | The appeal form shown when you log in to the admin. |
Shopify says Shop Pay can be used on other commerce platforms, but only together with Shopify Payments. That is another sign that Shop Pay problems usually trace back to the payments account.
Source: help.shopify.comHow to tell which one you have
- Is your storefront still online? If not, and you only have limited admin access, it is most likely a store restriction.
- Have Shopify Payments payouts stopped, or is a reserve mentioned? That points to a Shopify Payments hold or review.
- Is only Shop Pay missing, while cards still work? Check Settings → Payments to see whether Shop Pay was turned off, then check the Shopify Payments status.
- Read the notification in your admin and the email sent to the store owner. Shopify notes that only the store owner can access Shopify Payments account details.
- Look at Seller health, where Shopify says some holds also appear.
What Shopify says about each process
- Holds: you can keep using your store, but payouts stop until the reason is resolved; in some cases the store can't accept new orders. Shopify asks merchants to provide the requested information and reply directly to its email.
- Risk review: depending on risk, Shopify may change the payout schedule (5 to 20 business days), apply a reserve, place a temporary hold, request documents, review the account, or in severe cases suspend payouts or deactivate charges.
- Store restriction: you appeal from the on-screen prompt in your admin with explanations and supporting documents, and receive the decision by email. Shopify Payments may remain unavailable even after a successful store appeal, with a separate appeal available for Payments access.
- Turning Shop Pay off: if Shop Pay is deactivated, subscriptions that depend on it will fail and can be cancelled after repeated failed attempts. Worth knowing before you change anything.
Common mistakes
- Contacting support about “Shop Pay” when the notice is really about Shopify Payments.
- Assuming a successful store appeal also restores Shopify Payments.
- Letting a staff member handle it, when only the store owner can access Shopify Payments account details.
- Missing a deadline in the notice, such as for a high-value goods review.
- Turning Shop Pay off and on again without checking subscriptions that depend on it.
- Opening a new store to get around a restriction.
Official support and appeal routes
- Shopify Payments hold
Respond to the admin notice and the owner's email with what is requested.
- Reserves, review or deactivation
Shopify's risk evaluation process and next steps after deactivation.
- Store restriction
Appeal from the prompt shown when you log in to your admin.
- Shop Pay settings
How Shop Pay is turned on and off, and what that affects.
Need help with your own Shopify Payments case?
We help Shopify merchants whose Shopify Payments account is on hold or deactivated, or whose store has been restricted, understand which of these they are facing. That includes untangling “Shop Pay is suspended” messages: Shop Pay is part of Shopify Payments, so the real question is usually underneath. We then help you prepare the information or appeal Shopify asks for; Shopify makes the decision.
Shopify Payments restriction and appeal supportOfficial sources
- Shop PayShopify Help Center
- Shop Pay on any platformShopify Help Center
- Deactivating Shop PayShopify Help Center
- Shopify Payments account holdsShopify Help Center
- Acceptable business practices and risk evaluation for Shopify PaymentsShopify Help Center
- Handling store terminationShopify Help Center
Sources checked on: . Platforms update their help pages; check the current version before you act.