My first payout has failed and I cannot update my bank account details

roxkin
New Member
2 0 0

Bank account was connected successfully previously and we just made some sales. My first payout has failed and I cannot update my bank account details even though it never changed. It's telling me the old account isn't matching the info you have on file:

To change your bank account, make the following changes:

  • Old account must match the information we have on file. Contact Support if you need further help.

Please let me know the solution because there should be no issue with my bank code/branch number/account number - it hasn't changed. Also checked with my bank account, the numbers are all correct. Which should be why it was connected successfully in the first place. Please help. 


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Elle
Shopify Staff
Shopify Staff
1076 94 174

Hi, @roxkin 

It's possible your banking details were entered incorrectly upon sign up! I can certainly help you get them updated, though!

I've sent you an email with the subject line "Shopify Support - Update Bank Account Details". 

For verification purposes, I'll need you to respond with your .myshopify.com URL. From there, I can loop in our payments team who will assist further. 

Talk soon! 

Elle | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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hchayesholistic
New Member
2 0 0

I have been trying to get help updating my banking information to get my payouts. It’s the same banking information that I used initially and for Shopify monthly charges. I have never changed my banking information, and I’ve had previous sales. I need this corrected immediately, but the chat people can only “escalate” my issue up the chain. 

please help me!

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Elle
Shopify Staff
Shopify Staff
1076 94 174

Hi, @hchayesholistic 

Our support likely has escalated your ticket to our Account Integrity team, as they are the correct team to help you modify your banking details.

I'd be happy to check on the status of your ticket for you if you let me know your ticket number!

Thanks  

Elle | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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hchayesholistic
New Member
2 0 0
Why can’t someone in Shopify provide me a way to verify my banking
information? I have a great deal of money sitting that I can’t access, and
I need it to continue my business. And, I didn’t change the banking
information at all. I don’t know who altered it, so I cannot replicate the
“old” account number if I don’t know how it was changed.
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Elle
Shopify Staff
Shopify Staff
1076 94 174

Our Account Integrity team will be assisting you with modifying your banking information. 

The reason our frontline support cannot assist with this directly is because modifying these details on your account requires further verification. Our Account Integrity team is a specialized team of folks who will be helping you with the issue you are experiencing. 

You should receive an email from this team within a few business days.

Elle | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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