Deposits: Temporarily suspended

Glad to hear your case has been resolved, @gadgetrize , cheers!

Hello, I am having the same issue with my new account i have been told that the account was flagged for review by the automatic system, could you please check and what can be done to be solved. I contacted stripe and they said no problem also payouts are being paid there with no problem. my request (7199693)
Thank you

Hi there @soleego ??

I went ahead with checking the ticket #7199693 you provided. It has already been responded to. Kindly go ahead with checking your email, for the responses to it.

Cheers!

Hi; we experiencing an issue with our account similar to others reported. It seems our deposits have been temporarily suspended, and we’ve received no prior notice or explanation. We were surprised by this, as everything has been running smoothly until now. Stripe assures us they’ve encountered no problems on their end, and our payouts there are proceeding without issue. Could you please look into this and provide clarity? Our request is #7308688.
As a precautionary measure, we’ve suspended WooPayments on our platform until we receive a clear explanation from your team about this incident. This decision wasn’t taken lightly, but we feel it’s necessary to ensure the integrity of our transaction process.
Thank you.

Hi @pixelstorm

I understand that your deposits have been temporarily suspended due to an issue with your account.

Our team will look into this issue promptly and strive to provide a clear explanation as soon as possible. We highly value your business and your trust in our services, and we are committed to maintaining the integrity of your transaction process.

Rest assured, we take such matters very seriously. We will update you via your ticket (7308688) as soon as we have more information. Thank you for your patience and understanding.

Hi @shameem
Thank you for your prompt reply.

It’s surprising that everything seemed fine until we hit this unexpected suspension after the 7-day holding period. It makes me wonder about the initial checks before accepting payments. We haven’t had any issues when using Stripe directly for transactions.

Moreover, as of this moment, after thoroughly checking our email inbox and spam folder, we have not received any official communication from your side regarding this matter, which is quite unexpected and concerning. This lack of communication makes it very difficult to foresee the continuation of our collaboration, especially considering our product targets the cinema and TV broadcast industries.

Given this situation and the lack of visibility on the matter, we are compelled to assume that the customer has canceled their order and, consequently, their license.

I’m looking forward to a detailed explanation and a quick resolution to this.

Best regards,

Hi there @pixelstorm ??

Thank you so much for your patience. I’d like to confirm that I was able to locate your ticket with #7308688, and it is actively looked into. Furthermore, I went ahead with sending a confirmation from there, so that you are able to test if it will land in your email inbox, or SPAM, folder and set up the necessary filtering.

Best regards,

Hi @Pepe
We appreciate your prompt response and the confirmation regarding ticket #7308688. We can confirm that your email was received in my normal inbox, not in the spam folder.

Looking forward to your detailed clarification.

Best regards,

Hi there @pixelstorm ??

We appreciate your prompt response and the confirmation regarding ticket #7308688. We can confirm that your email was received in my normal inbox, not in the spam folder.

That’s great to hear! Thanks for letting us know. Kindly note that it is best to continue communicating via ticket #7308688 onwards. Cheers!

My deposit is temporary suspended I don’t know why I don’t received any email from you or stripe, I already contacted stripe for this they said my account is verified from stripe and there is not any issue with stripe end, why you guys temporarily suspend my deposit, I have my all documents verified, I don’t have any disputes so why you did this please give me a breif and resolve this issue ASAP. I also generated a ticket on your support but it’s 48 hours complete no response from your side, if you can’t handle queries so why are you running business pause your business, if I don’t got my payment I am sure my next step will be United States consumer court. My ticket number:- 7696013

Hey, @aaqibahmed11!

I understand this is a frustrating situation and that it is important to solve this quickly.

Since you already submitted a ticket, we will reply to you as soon as possible there.

Have a wonderful day!

@carolm29

still not received any response from your team yet?

Hi there @aaqibahmed11 ??

Just wanted to confirm I was able to find the related ticket (7696013), and went ahead with requesting some further information on it. Kindly continue the correspondence there. Thank you. ??

• This reply was modified 9 months, 2 weeks ago by anastas10s. Reason: added ticket number

@pepe @anastas10s I am still waiting for your response on email, The details you asked me in email i provided you that

Hi @aaqibahmed11,

Thanks for reaching out.

I understand your concern about not receiving any feedback from us. Please note that our internal ticketing system uses a first come, first served basis, and I want to assure you that one of our engineers will reach out to you as soon as possible.

Thank you for your patience and understanding.