Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
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  Shopify Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have been actively trying to contact your support in regards to resolving my payouts being on hold for over 30 days now. My website is (shopify.com/store/0riginalfeet). My business name *************. I have had my account with ******************** where I paid a subscription fee for nearly 2 years. I launched this website around July. Early into this I received sales, however had one customer purchase three orders, and open 3 chargebacks. I was uneducated with respect to the policy and this resulted in it negatively impacting my chargeback ratio. I deeply regret this happening however learned from my mistakes and know how to properly manage them in the future. Each chargeback has been debited from my account however the 2nd charge bounced on 08/15 due to insufficient funds. I did not manage my checking account properly at the time. The same day this happened I have an email from Shopify explicitly saying my payouts would be on hold until this was rectified. The following Monday, the 2nd attempt of the debit I was charged. Reference screenshots below or view my account details. Since then, I spoke with over 30 agents via chat, spent over 10+ hours only to be told I was to wait for Shopify Payments team to assist me. It took over 30 days for ******* to respond ticket #********, and she did not directly resolve my issue. I contacted your chat again and kindly asked ******** to forward my information to a manger for review so I can have this resolved. She instead decided to take it upon herself to send my account to your Risk Team, where I was then given a soft limitation and now my payouts are officially on hold while you review my account. I was told yet again this was a 24 - 72 hours processing time. That time has now passed. I ask of you, please, I beg you, please, I just want to have my account restored. I don't know what else to do. I pay you a subscription fee, I have shipped orders for over 1 month without payouts and have no idea when this will ever be resolved.

  

  Business Response

  Date: 20/09/2024

  Hello *******,
  
  My name is *****, I'm an Operations Lead here at Shopify, and I'll be glad to look into this with you.
  
  I have taken a look at your account, and I can see that as of today, September 20th, your payouts have already been resumed and your account is in good standing. There is no further action required at this time. If you are seeing anything different, please let me know by replying to this complaint, or you can also reply directly to your ticket with our Merchant Trust team.
  
  However, I also took a look through your support history. I can see the issue was brought to our escalated teams a few different times. The situation was slightly complicated as it wasn't only one thing that was causing a payout hold, but multiple. For example, initially payouts were on hold due to us being unable to debit the chargebacks funds from your account. However, our banking partners then placed a hold on the account, which can sometimes take longer for us to clear.
  
  Regardless, I know how important it is for you to be able to get your payouts, and having reviewed your entire support history for this issue, I'll be taking feedback to our escalated teams, to help improve the process when our banking partner places a hold on accounts for the future.
  
  Thank you so much for bringing this to our attention, and for your feedback on this issue.
  
  Kind Regards,
  ***** R | Operations Lead

  Customer Answer

  Date: 23/09/2024

   
  Better Business Bureau:

  The Risk Team from Shopify responded and everything was resolved. I deeply value Shopify, and it's offerings. Although this process was not pleasant, I will continue to use Shopify for my website, and am a stockholder. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:19/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone made an account with ******************** using my email address, and I began receiving email about the account, including messages about linked bank accounts. The only way to report this use of my email address to Shopify, and to get my email address removed from the account, is to create another account, to access the Fraud report form. I did so, and I believe Shopify deleted the other account. But now I cannot delete the account I used to file the report. The only way to access customer support is to sign up for a trial! This is an absurd violation of privacy. I want my account deleted, along with my information.

  

  Business Response

  Date: 25/09/2024

  Hello ******,
  
  Thank you for reaching out to **. If you suspect an account has been created with your email address without your authorization, you can head over to our privacy pages and request that your data be erased from our system here > *****************************************. While completing the form, when asked 'What type of user are you?' you can select 'Another type of Shopify user' which will not require you to enter any shop details. 
  
  Its important to note that this option only works if you have no active or closed Shopify accounts under your email address that you would like to retain, as this request will impact all shops associated with that email address. If you have any other questions or concerns, please let me know. 
  
  All the best,
  ****** | Shopify Operations Lead

• Initial Complaint

  Date:19/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are business using the Shopify platform. We are unable to access it as the system is asking us for a recovery code or authenticator app. We do not have such code or app and called in to get assistance from the support team. We contacted them 2 weeks ago and still no resolution being able to access our online store from our new server. We have filed a complaint with Shopify online but the staff keeps on mentioning that another team is looking after the issue. We are loosing thousands of dollars daily as we cannot access our computer from the new server. We pay a subscription fee for our online store and have no access at all or even being able to speak to someone in person. We also offered to supply all information to verify our identity on a call or chat but nothing any personal can do. This has seriously impacted our business as many items are listed out of stock which in fact are in stock. These products cannot be purchased by any customer. We are seeking financial compensation and are also willing to start with legal actions against Shopify.

  

  Business Response

  Date: 23/09/2024

  Hi Arnt,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to look on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:19/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an online store with Shopify and used their point of sale platform. I used their platform at a craft show in early June of 2024. It is now almost October of 2024, and they still have not released the funds earned in June to me. I have requested help from Shopify, in addition to help with trying to close my shop and cancel my subscription for their point of sale product, but have not gotten any resolution to my matters.

  

  Business Response

  Date: 22/09/2024

  Hi *******,
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to look on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:18/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm going through an INCREDIBLY frustrating situation. I received an email almost 2 weeks ago (September 5th 2024) saying they "couldn't verify my ******* payments information. Contact support.", but I had NOT done or changed anything to my account. I tried to login to see if everything was in order, but I was locked out! And then I realized my store was offline, even though I have PAID FOR AN ENTIRE YEAR of monthly operating fees (and have 5 months left)!!!! I've contacted them several times, (online) chatted with 2 different advisors (because they no longer offer phone support) who assured me it would be resolved right away... STILL NOTHING. Now I have (long term) customers reaching out to me on my private email, wondering why they can't access my store!!! This is absolutely ridiculous. They lock me out of my account that is paid in full, and take my store offline??? I've been with them for MANY years and used to love them, but I experienced a similar thing last year, so I no longer trust them. But I need to REGAIN ACCESS TO MY STORE. MY content. My photos. And I don't know what else to do.

  

  Business Response

  Date: 24/09/2024

  Dear *****,
  
  I hope this message finds you well.
  
  My name is **** and I am an Operations Lead here at *******. I am pleased to inform you that, after thoroughly reviewing the information you provided, we have successfully reactivated your ******* account. We understand how important your store is to you and appreciate your patience throughout this process.
  
  To help you get your store up and running again, please follow the steps outlined below:
  
  1. Log in to your ******* admin as the store owner.
  2. Click on 'Re-open .my*******.com'.
  3. Review the available plans and select the one that best suits your needs.
  4. Enter your payment information in the Review and Subscribe section.
  5. Click 'Subscribe' to reactivate your store.
  
  Please note that selecting a paid subscription plan is necessary to fully reopen your store.
  
  If you have any questions or need further assistance, feel free to reach out to our ******* Merchant Trust Team on  Ticket: ************************************ for any follow-up inquiries. If you don’t see this ticket in your inbox, please check your Junk or Spam folders.
  
  Thank you once again for your patience and understanding.
  
  Warm regards,
  **** | ******* Operations Lead

  Customer Answer

  Date: 24/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for the reply, but you clearly didn't read my complaint carefully. I have PAID FOR A WHOLE YEAR on February 4th 2024 (see attachment), so I WILL NOT PAY AGAIN to re-open my store. I am paid up until February 4th 2025 and should have full access to my store and admin!!!!!!!! 

  No one seems to want to help. This has been going on for 19 DAYS and is absolutely UNACCEPTABLE. 

  I NEED MY STORE BACK SINCE IT'S FULLY PAID!!!!!!!!!!!!!!!!!!!!!
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 24/09/2024

  Hello *****,
  
  I hope this message finds you well. I apologize for any confusion caused by my previous email. I want to provide a clearer and more detailed explanation to ensure you feel confident moving forward.
  
  To reactivate your store, you need to select a Billing plan. If you choose the same Billing plan you were using before your store was frozen, your operations will resume as normal without any additional charges.
  I have thoroughly reviewed your account and can confirm that there are no outstanding charges. Your last payment was made on February 4th, 2024, and you will not be billed again for this period.
  
  Please follow these steps to reactivate your store:
  1. Sign in to your store.
  2. Choose your preferred Billing plan (ideally the same one you had before).
  
  You may be prompted to re-enter your payment information. Rest assured, this is a standard procedure and does not mean you will be charged again. If, for any reason, you notice an unexpected charge after reactivating your store, please contact us immediately. We are committed to resolving any issues promptly and ensuring you are not billed incorrectly.
  
  Thank you for your understanding and cooperation. If you have any further questions or concerns, please do not hesitate to reach out.
  
  All the best,
  **** | ******* Operations Lead

  Customer Answer

  Date: 25/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for clarifying your instructions. Following them I was able to  regain access to my store admin. But even though it looks like my store is active (because it says “deactivate store”  on the bottom of the payment plan page), my store is STILL OFFLINE. 

  I gave it about an hour to see if that would change, but as I’m writing this… NOTHING. 
  

  I am on DAY 20 of this unacceptable situation right now….

  Doesnt look like I was charged to reactivate, but I am keeping an eye on my credit card. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 27/09/2024

  Hello *****,
  
  I have consulted with several technical teams and our Merchant Trust team, and I have personally reviewed your store. Everything appears to be online and functioning correctly.
  
  Could you please provide more details on why you believe your store is still offline? From our end, all systems seem to be operational. If you are experiencing any specific issues, please let me know. I will follow up via email to address your concerns and work towards a resolution.
  
  All the best,
  **** | ******* Operations Lead
  
  

• Initial Complaint

  Date:17/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently switch our POS systems from Clover to Shopify to process payments and orders for our business. Unfortunately, before realizing that Shopify still hadn't released payouts back from January 2024! We ahave been processing all business payment transactions through Shopify for 2 weeks already and ALL payouts from the beginning of this year to now are still only in the "pending" status. The only way to communicate with Shopify is through chat and they said they have escalated the issue, but I have no update since addressing it a week ago. Every time I request an update, immediate resolution, to speak with someone higher up, or anything to help us out, they tell me they have escalated the issue to the "specialist team" and to wait for a response. Then they end the chat with me. How is this customer service? This has now placed a financial burden on our business and are threatened with a complete business failure because we can't collect customer payments to our bank account. We will be switching back to the Clover POS and discontinuing services with Shopify as soon as they release the thousands of dollars in funds they are refusing to release.

  

  Business Response

  Date: 22/09/2024

  Hi ******,
  
  My name is **** and I’m a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regards to your account. In order to review your account and concerns, I will need to receive some further information to look on your behalf. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

  Customer Answer

  Date: 26/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Contact has been established but no resolution has been made within the promised timeline. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 26/09/2024

  Hi ******,
  
  Thank you for your patience as I continue to look into your account for you with our internal team. 
  
  As mentioned by our Merchant Trust Team, we are working with our banking partners to enquire about the hold on your Shopify Payments account. An update will be provided in ticket ************************************ as soon as we have some further updates. 
  
  Kindest Regards,
  
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:17/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving emails from Shopify to my work email address. I cannot report as fraud because Shopify wants you to set up a store or sign in first. I don't want a store or to sign in. There is no email address or phone for this company to take me off their mailing list or delete my account, if there is one. I fear someone is using my credentials and have failed on numerous times to report this to Shopify to look into is someone is using my identity.

  

  Business Response

  Date: 22/09/2024

  Hi ******, 
  
  My name is **** and Im a Senior Support Lead at Shopify.
  
  Thank you for reaching out in regarding the emails you have received while not being a user of our platform. In order to review your concerns, I will need to receive some further information to look on your behalf. 
  
  Due to the public nature of the BBB, I am unable to discuss account specific details. I shall email you at the email provided on this complaint with further information to continue assisting you.
  
  
  Warm Regards
  **** | Shopify, Senior Support Lead

• Initial Complaint

  Date:16/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was hacked and then Shopify suspended my account. I have been unable to access my account since 8/29. My website is currently down affecting my business operations. I have contacted Shopify support numerous times and have been told I am in the queue with the security team. I have requested to speak to a manager and have been refused access to any managerial staff. I have been told time and time again the *** is 3-7 days, it is now 19 days, and still no response. During this period of time, Shopify charged my credit card the yearly subscription but again my website is down and I can't login, this is UNACCEPTABLE. My original ticket number is ********. I am requesting an immediate escalation and a call from a manager at ************ to restore my access and website.

  

  Business Response

  Date: 18/09/2024

  Hello *****, 
  
  ****** here, an Operations Lead at Shopify. Thank you for reaching out and sharing your concerns. I can see that our Merchant Trust team has reached out to you via Ticket ID ************************************. They have updated you on the current status of your account. Should you wish to contest the decision mentioned in their message, please use the link provided in the email to access the appeal form. For any additional questions about your account status, I recommend contacting our Merchant Trust team directly through the mentioned ticket, as they are best equipped to provide further details about your account.
  
  All the best,
  ****** | Shopify Operations Lead

• Initial Complaint

  Date:16/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has been billing me for apps which I had cancelled and uninstalled. In Shopify every app that is uninstalled is removed from charges as it is not going to be used. In my case every uninstalled app that I cancelled and uninstalled has been charged.

  

  Business Response

  Date: 18/09/2024

  Hello ***,
  
  I hope this message finds you well. My name is ****, and I am an Operations Lead here at Shopify. I wanted to address the concerns you raised regarding the third-party apps shown in your screenshots. When planning to uninstall an app, please be mindful of the app billing cycles. Recurring charges are generated the first time an app charge is approved and then on the first day of the app's billing cycle. Consequently, a charge may appear on your bill even if you uninstall the app just a day or two after installation. To ensure you properly uninstall an app, please review our Uninstalling Apps page (********************************************************************) in the Shopify *********** for detailed instructions.
  
  While Shopify does not directly refund third-party apps, you can request a refund or credit by visiting the Shopify App Store, searching for the app, clicking on the app, and then clicking the Get support button. Enter your information and a message, then click Send message. The app developer will review your request and may approve or deny it based on their refund policy. If the app charge was processed using Shopify, the developer could issue a refund or credit, which will be applied to future Shopify App Store purchases and documented on your subscription bill. If the charge was processed outside of Shopify, the developer would refund according to the original payment method used. For more details, please refer to the Request an App Refund or Credit page (*************************************************************************************************************) in the Shopify ***********.
  
  I see that you have already reached out to the Judge.me app team and received a refund from them. The Loox app team has contacted you via Ticket ID: #********, requesting a screenshot to proceed with your refund request. Please follow up on this ticket to have your Loox app refund request reviewed. Our Support team has initiated warm handoff tickets to each of the applications where you have uninstalled services, enabling direct communication with the app support teams to explain the situation and request the necessary actions to rectify the charges promptly. Here are the relevant ticket IDs: #********, #********, #********, and #********. Please continue to work with the app support teams as they are best equipped to assist you further with this inquiry.
  
  Thank you for your attention to this matter. If you have any additional questions or need further assistance, please don't hesitate to reach out.
  
  Best regards,
  Kody | Shopify Operations Lead
  
  

  Customer Answer

  Date: 18/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:16/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up to use Shopify and Shopify Payments in July of 2024 (this year). We started using the *** for my small boutique and receiving payouts to our bank account within a few days. On July 22nd we stoped receiving our payouts from Shopify. We received no correspondence in any format from Shopify letting us know there was a problem. Today, (Sept 16th) while chatting with a support agent, we were finally told that the "Billing Team" hasn't had time to review our original documents from back in July when the account was established and therefore cut off sending OUR MONEY to us because they do not have the resources to complete the document reviews in a timely manner. So while they hold OUR funds hostage, we are still responsible for paying the sales taxes due to the ****** out cost of goods, our overhead AND their fees because Shopify will not resume sending OUR funds to us while they review documents without any timeline or communication from them AT ALL. It's been 56 days since we received any of our funds from them and there hasn't been a single correspondence from Shopify about this issue. We have to contact the CHATBOT and then Support everyday just to receive the same information that they are "working on it" without any timeframe to resolve the situation. They are holding just under $4k of our funds along with the sales taxes due to the State of SC.

  

  Business Response

  Date: 23/09/2024

  Hello ********,
  
  My name is *****, and I am an Operations Lead at Shopify. I am writing to address the concerns you raised regarding the hold on your Shopify Payments payouts.
  
  After discussing the matter with our financial team, I am pleased to inform you that the hold on your account has been lifted. Consequently, you will now receive your payouts according to the regular schedule. We sincerely apologize for any inconvenience this situation may have caused and greatly appreciate your patience and understanding.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our support team.
  
  Sincerely, 
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 23/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am still very concerned that it took the BBB to resolve this matter after exactly 60 days from the date that Shopify decided to hold our funds without any explanation.

  We contacted their support team almost every day for weeks and nothing was resolved until we filed a complaint with the BBB.
  
  Sincerely,
  
  ******** ******