Hey, @miguelsan! Thanks for reaching out to the Community with your question.
I can see that you’ve created a few other posts with the same inquiry. I replied with a solution in one of those threads here, however I also see that you’ve since been in touch with support and a ticket has been opened to resolve this for you. That’s great!
If you have any further questions or concerns, please let me know!
Hi, @The-gloss-drips. Welcome to the Community. I’m happy to help you out with this!
Was the payout deposited at all into the account that is currently attached to your Shopify Payments account? You can determine this by going to ‘Settings > Payments > View Payouts’ in your admin. You’ll be able to see here if the payout was paid, or if it failed.
If it has been paid, please click on it to also check if the bank account it was deposited into looks familiar to you. It should show the bank name and last 2 digits of the account number as seen here, for example:
If the account is familiar, please then double check your bank account information as suggested earlier in this thread on 04-07-2020 via the following ways, just in case it is a matter of a small error in your account number entry:
If the above doesn’t help, don’t worry! Please reply back here to let me know, and include any screenshots of errors or notifications regarding your payout, or when you try to update your bank account info. This way we can proceed with the next steps, which will require an escalation to our Account Integrity department. I’ll contact them on your behalf with all of the information and screenshots you’ll provide, and they’ll be able to further assist you with updating your bank information.
How did it go, @The-gloss-drips Did you have any luck being able to change the bank account information after referencing it from another source?
Also in regards to your payout, could you please clarify a little bit more about it not being paid to you? Does it show as failed in ‘Settings > Payments > View payouts’? Are there any notifications at the top of your payout page that elaborate further on its status?
Ok, no worries, @The-gloss-drips!
I’m sending you an email now. Please reply to it with the requested information, when you get a chance. I’ll investigate it further, and coordinate with the appropriate departments to sort this out for you.