Shopify Payments guide
Shopify Payments account on hold: reasons and next steps
By the GetBackMyShop editorial team · Sources checked
Short answer
During a Shopify Payments hold you can keep using your store, but payouts stop until the reason is resolved; in most cases customers can still check out, and in some cases the store can't accept new orders. Shopify lists reasons such as missing information, bank details, product eligibility, an unsupported business type, sanctions, creditor or legal action and high-value goods reviews. Only the store owner can resolve it, by providing what is requested and replying to Shopify's email.
What this guide covers
This guide is for Shopify merchants whose Shopify Payments account is on hold. If your storefront is unavailable and you only have limited admin access, that is a store restriction, which is a separate process.
Reasons Shopify gives for holds
| Reason | What to do |
|---|---|
| Missing information or verification | Provide the requested details; banking partners may hold the account until details are verified. |
| Incorrect bank account details | Correct the bank details as requested. |
| Product eligibility or supportability | Check the products and business type against Shopify Payments' requirements. |
| High-value goods review | Complete the review (questions, possibly documents) or remove the high-value goods before the deadline. |
| Creditor or legal action | Contact the creditor. Shopify says it can't remove this type of hold itself. |
| Sanctions | Related to the business's location; follow the notice. |
What to do next
- Read the admin banner and the email sent to the store owner (check spam). Some holds also appear in Seller health.
- Make sure the store owner handles it. Shopify says only the owner can access Shopify Payments account details.
- Provide exactly what is requested and reply directly to Shopify's email.
- Review your practices against Shopify's expectations: accurate product descriptions, realistic delivery times, clear subscription terms and prompt responses to disputes.
Shopify's ongoing risk evaluation can also lead to custom payout schedules (5 to 20 business days), reserves, document requests and, in severe cases, suspended payouts or deactivated charges.
Source: help.shopify.comCommon mistakes
- Letting a staff member try to resolve it, when only the owner can.
- Missing a deadline in the notice, such as for a high-value goods review.
- Contacting Shopify about a creditor hold that only the creditor can release.
- Assuming checkout working means payouts are fine.
Official support and appeal routes
- Shopify Payments account holds
Reasons, effects and how to resolve a hold.
- Risk evaluation process
Reserves, payout schedules and what can lead to deactivation.
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
- Shopify Payments account holdsShopify Help Center
- Acceptable business practices and risk evaluation for Shopify PaymentsShopify Help Center
Sources checked on: . Platforms update their help pages; check the current version before you act.