Update payout account but i can't find previous account info

[aulanya]

The store i created few years ago. Now i want to start selling online. When i update the payout account, system ask me previous account info which i can't find out anymore. What should i do? Has been asked shopify support team they are very slow responding and it is been 2 weeks since i 1st ask them for help about this issue. If anyone know how to change the payout account please help me. THANKS

[Imogen]

Hey there, @aulanya. Thank you for reaching out to the Shopify Community, and sharing your situation around your payout bank account. It's good to meet you!

In order to change your account that receives deposits, you'll need to recall the information for the account that was previously linked. If you're unable to recall that information, then intervention of our Escalated Teams is required to help you connect a new account.

Based on your post, it sounds like you've already reached out to our Team for Support, which is great! If you've been told that your ticket needed to be escalated, then you will need to keep an eye on your email,  and allow the team some time to review your situation, and follow up with you directly. Our Teams work on a queue system, so there may be an increased volume in the queue currently, contributing to your wait time.

I assure you that the team is working away at the queue, and they will be reaching out to you as soon as they've had the opportunity to review your situation.