I don't know if the help chat bot is on the fritz or what, but need an extra set of hands for this one. Quick background - made a Shopify for my store almost a year ago. Since then decided to obviously bring it back with one hitch, I changed banks since then and not fully sure where the old bank info is to change to the new.
What can be done to change without having the old info, the Help Bot useless and apparently zero way to get a human as I get a nice "Reload Page" and back to the bot when I request one.
To give you a bit more context, when updating Shopify Payments bank details, the current bank details must be confirmed by the account owner and match the one that is listed on file, before being able to save the new account details. This is a security measure to prevent payouts from being sent to an unauthorized bank account that may have been added incorrectly or accidentally. In cases where an account owner can't complete this task, their request will need to be escalated to our Account Security team, who can assist with having the old bank detail requirement removed.
Our Account Security team currently operates via email, and to reach them you'll need to firstly speak with one of our Support Advisors so that they can authenticate you for the correct store and gather the correct details from you. The Support Advisor you're speaking with can then escalate your case to our Account Security team's queue from there, where an Accounts Specialist can then review your details and proceed to assist with your case.
So from here, we'll need you to connect with a Support Advisor via the Help Center to begin with — you mentioned that you're having issues with navigating the Help Center, however. Can you try accessing our Help Center again, via incognito window this time? From there, you can ask the virtual assistant to contact support and proceed to follow the prompts in order to be connected with a Support Advisor.
If you're still having issues with the Help Center, please go through the following troubleshooting steps:
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Kimi | 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