This is Finley from the Social Care team at Shopify.
Thanks for reaching out about this. We certainly want to make sure you receive your payouts.
When updating your Shopify Payments bank details, the old bank account details are required to prevent payouts from being sent to an unauthorized bank account.
To make sure we've covered all bases, please let me know if you've checked the following to confirm your bank account details:
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
These are a few ways you can find out your old bank account details.
If you entered incorrect bank details or there was a typo, then our Accounts team will help you update your bank details.
I've sent an email to your Shopify Community email address to gather some information from you if we need to go that route.
Looking forward to hearing back from you.
Thanks for getting back to me. If you're unable to retrieve the information via one of the four methods listed above, the best way forward would be to send a ticket to our Accounts team. They can help you update this information without the original bank information.
If you reply to the email I sent you yesterday, we can move that process forward.