This is Finley from the Social Care team at Shopify.
Thanks for your question today.
You're using the Shopify Payments gateway, is that right?
If so, the original bank account details would need to be entered prior to adding the new bank account details. We have this in place to prevent payouts from being sent to an unauthorized bank account.
A good thing to double-check first would be that you're indeed entering the correct bank details you originally added to your Shopify Payments account.
Here are a few ways you can check the bank details:
1) A Void Cheque issued from your bank.
2) Logging into your Online Banking to locate your bank details
3) Contact your bank to request the details.
4) Check a paper statement from your bank
However, if there is a different issue, such as a typo when you first entered these details, we would need to send this up to our specialized team.
From there, they'll be able to help you update this!
I've sent you an email to your Shopify Community email address, in case we need to move forward with these steps.
Please reply with your .myshopify.com URL, and we'll get this process started.
Thank you for reaching out!
To confirm, have you attempted to enter in your original bank account details under the Confirm Old bank Account Section under your Shopify Admin > Settings >Payments > Shopify Payments > Manage > Payout details > Change bank account like so?
If you're receiving an error that the Old Account Must Match, then can you please confirm for me that you've double-checked that you're entering the correct original bank account details with either of the steps below:
1) Looking at a void cheque issued from your bank.
2) Logging into your online banking to locate your bank details
3) Contacting your bank to request the details.
4) Checking a paper statement from your bank
The reason I ask is that entering the correct details will be the fastest way to have this resolved.
If you've already taken these steps, please let me know, and I can create a ticket for our Accounts team so they can help you update your details.
Thank you! I look forward to hearing back from you.
Thanks for letting me know!
I've sent you an email to your Shopify Community email address.
Please reply to that with your .myshopify.com URL and I can send the ticket to our Accounts team.
They will be able you update your bank details.