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
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:
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:
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.
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
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,
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.
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!