New shops are often put on a reserve. The funds from their sales are held for a period of time ... up to 90 days I think. Eventually they get their funds. But in the meantime, should there be an issue, Etsy will use the funds to refund the sale.
It's important to make sure your listings comply with Etsy rules and that your policies are legal for where you are selling from and to. Not doing these two things sets your shop up for buyer complaints that Etsy will refund with the money paid.
It's also important to use tracking, if at all possible (some countries make tracking impossible of too expensive for the items). Etsy has a distinct preference for tracking.
If you're in the US you're required to validate your bank account with Plaid, either manually or using an automated system. This is actually a US government requirement that Etsy is complying with.
And did support give you any clues as to why you can't get paid?
