I have emailed and called and tried to use the online chat system and nothing is working! The payouts are falling and it’s asking me to update my account information by putting in my old account and my new account, I don’t have an old account ! I started my store this month, I’ve had the same bank account since 2013, there is no OLD account information. In fact , i copy and pasted my account information so there is no way that I made a typo. The customer service said they would call and I’ve been waiting 6 days at this point. The chat is useless and I just want my money because I’ve missed several payouts.
Sorry to hear about your experience, it sounds very frustrating!
Our Accounts team will need to be looped in to assist with changing your banking details.
Can you please confirm if you have an open ticket number and have been in touch with our Account Integrity team? If not, I will reach out to you directly to ensure this is being taken care of promptly for you.
I also am having this same problem o have not been able to touch my money since I opened this stupid account. It’s saying my payout failed and will not accept any new information. I can’t update ANYTHING because my old banking information is not registering !! I am soooo frustrated and can not find any type of contact information this should be against the law! I called two numbers and they Both say that you guys have migrated to this stupid forum
Sorry to hear you're having trouble accessing our support!
To contact our team, first head to this link here and log into your store.
Once you're logged in, please enter your question in the search bar. Doing this will present you with links to relevant documentation on our Help Center, as well as an option to contact us directly if you require further help:
If you are unable to login, you can choose the "Continue without logging in" option at the start and continue through the same process.
Once you select 'continue' you will see the option to schedule a callback, connect with our live chat, send an email or a tweet.
Hope this helps clear things up!
I am having the same exact issue and I'm definitely ready to take some sort of action against Shopify. I've had "pending" and "failed" payouts since JULY (it's nearly November now), and I never once changed any of my bank account details. I've even gone back to re-enter the "old" bank account, which is the one I started this account with and have proof of in my bank statements from Shopify, but it is still telling me "Old account must match the information we have on file." I have contacted my bank, and everything is clear on their end, I have double and triple checked. My bank told me to contact Shopify, but oh, guess what, there's NO WAY TO DIRECTLY CONTACT SHOPIFY.
SHOPIFY TEAM: It is absolutely RIDICULOUS that I have gone nearly four months with this UNRESOLVED ISSUE. I need someone to contact me immediately about this, or I will be sure to spread word about SHOPIFY SCAMMING.
I'm very sorry to hear about the issue you are experiencing!
We offer 24/7 support, and our team can absolutely assist with your payout issue.
I've outlined the steps you need to take to contact our support above; however, for additional reference here are the steps again:
1. Go to our support page and log in.
3. Select your preferred method of contact.
If you having trouble contacting our team after going through the steps above, please let me know.
Hope this helps!