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!
This is an accepted solution.
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!