Old account must match the information we have on file

Solved
Espoir
Tourist
3 0 2

Hello,

I am having this issue. How to solve it?

Old account must match the information we have on file

Thanks,

Ted
Shopify Staff
Shopify Staff
1209 107 129

Hi @Espoir,

Ted here from Shopify, thanks for posting your query! 

It sounds as though you are looking to change your bank account with Shopify Payments but the system is asking you to enter your previous bank account information before you can do so. Is this correct? If so, could check for the old account as mentioned in my first reply here? If you're unable to locate this information, our Shopify Payments team can help change the account with you instead. Just click Support > Contact Support in the main menu of our Help Centre for further assistance. 

Let me know how this goes and if there is anything else I can help you with, I'm happy to help!

Many thanks, 

Ted | 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

0 Likes
Espoir
Tourist
3 0 2

Actually, I am not sure if your support center is online 24/7. The links that are supposed to connect with support are turning me around. I couldn't get in touch to resolve this issue. I do remember all the accounts however it looks like your system is not working properly.

0 Likes
Ted
Shopify Staff
Shopify Staff
1209 107 129

This is an accepted solution.

Hi @Espoir,

I’m sorry to hear that you’ve been unable to contact our support. The help centre shouldn’t be directing you back in circles in this way and it does sound as though it could be a caching issue with the browser you are using. Could you try clearing the cache on your browser or using a different browser/device to contact our support? You should be able to contact our live chat and email support via our Help Centre or our Twitter and Facebook support are available anytime 24/7.

To access our support via the Help Centre, I’ve created a short example of how to do so here. If you’re unable to sign in as a merchant, please log out of the help centre which is located on the top right corner of your screen as shown here. After that, if you access our support as a guest (as shown in the video example above), our staff can authenticate your account later if needed. 

Please let me know how this goes and if there's anything else I can help you with, I'm happy to help!

Many thanks, 

Ted | 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

0 Likes
Espoir
Tourist
3 0 2

Thanks for your time. The Facebook link was helpful.