Payout failed

Hannah1023
New Member
5 0 0

I opened my new store this week. I received an email that my payout failed due to invalid bank account information. My bank information is correct. I tried to add a new bank account and it not letting me. It directing me to contact support. I need assistance . I feel discouraged and need this money to pay for my

monthly website fee. Please help

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Bo
Shopify Staff
Shopify Staff
1685 179 490

Hey there, @Hannah1023 

 

Bo here from Shopify Support! 

 

If your payout has failed it is usually due to the account not meeting the requirements of Shopify Payments or that the details entered were incorrect due to a typo. Your bank account needs to meet the following:

  • The account is a full checking account, or a current account in the UK and Ireland.
  • The account uses the payout currency of your region.
  • The account can accept electronic bank transfers.

Note: Savings accounts, flex-currency accounts, virtual accounts, and money-transferring services that mimic bank accounts are not supported by Shopify Payments.

 

Each region also has local requirements that the bank account must adhere to:

  • Australia - The bank account must be with a physical bank in Australia, in AUD currency, and eligible for BECS transfers.
  • Austria - The bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Canada - If your payout currency is CAD, then the bank account must be with a physical bank in Canada, in CAD currency, and eligible for ACH transfers.
    If your payout currency is USD, then the bank account must be with a physical bank in Canada or the US, in USD currency, and eligible for ACH transfers.
  • Denmark - If your payout currency is EUR, then the bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE. If your payout currency is DKK, then the bank account must be in DKK currency, be eligible for SEPA transfers, and have an IBAN that starts with DK.
  • Germany - The bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Hong Kong SAR - The bank account must be with a physical bank in Hong Kong SAR and in HKD currency.
  • Ireland - The bank account must be with a physical bank in Ireland, in EUR currency, and eligible for FPS transfers.
  • Italy - The bank account must be a business bank account in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Japan - The bank account must be with a physical bank in Japan, a Futsu account, and in JPY currency.
  • The Netherlands - The bank account must be a business bank account in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Belgium - The bank account must be a standard checking bank account in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE. Other types of bank accounts, and accounts with virtual providers are supported, but might result in increased payout failures.
  • New Zealand - The bank account must be with a physical bank in New Zealand, in NZD currency, and eligible for BECS transfers.
  • Singapore - The bank account must be with a physical bank in Singapore, and in SGD currency.
  • Spain - The bank account must be in EUR currency, be eligible for SEPA transfers and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Sweden - If your payout currency is EUR, then the bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE. If your payout currency is SEK, then the bank account must be in SEK currency, be eligible for SEPA transfers, and have an IBAN that starts with SE.
  • United Kingdom - The bank account must be with a physical bank in the United Kingdom, in GBP currency, and eligible for FPS transfers.
  • United States - The bank account must be with a physical bank in the United States, in USD currency, and eligible for ACH transfers.

Most checking accounts can accept the electronic bank transfer types listed above. Checking accounts that are set up to accept only wire transfers don't work with Shopify Payments. To confirm that your account can accept the transfer type listed for your region, contact your bank.

 

As you want to change the bank account associated with your Shopify Payments but the system will not allow you to do so, I will be reaching out to you directly to authenticate you as the owner of the account and escalate this to our Account Integrity team to make this change possible. These escalations generally take 2-3 days. 

 

Speak Soon,

Bo

Bo | 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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Hannah1023
New Member
5 0 0

I’m trying to change my bank account information constantly and it’s saying this, 

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.
my account matches the old account and I e been trying to cots t support it 

I called my bank and they told me it not on there end. I need this fix. I opened my shop and did not expect this to happen. I tried changing the information and it’s not working. I don’t want to close my website, I just opened it. It has been 3 days already 
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Bo
Shopify Staff
Shopify Staff
1685 179 490

Hey there, Hannah! 

 

I think you may have missed the last part of my message, which is fair as it was a very long message. I have reached out to you via email so that I can authenticate you as the owner of the account so that I can escalate this to our Account Integrity team - they will be able to resolve this. I do need, however, for you to email me back. The email was sent on Wednesday and it titled "Shopify Support | Payout failed". Please email back directly so that we can proceed.

 

All the Best,

Bo 

Bo | 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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Hannah1023
New Member
5 0 0

I received assistance. Next

week I’ll get my payout. Shopify helped me changed my info. I made a mistake with a number in the card. Thank you Bo so much 

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Bo
Shopify Staff
Shopify Staff
1685 179 490

My absolute pleasure, Hannah! 

 

Bo 

Bo | 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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Moxiebymarii
New Member
1 0 0

Is it possible to receive some support with this as well. I have one payout that went through and the rest have been failing for me. Support was not helpful. I called my bank and they don’t even have any record of any of the other payout attempts. It have hundreds sitting there that I would be really frustrated to lose. 

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Bo
Shopify Staff
Shopify Staff
1685 179 490

Hey there, @Moxiebymarii 

 

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

 

Bo

Bo | 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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