How can I change my payout bank account details without old information?

[adamct]

Hello,

I need to change the bank details of my payout bank account, but I don't have my old account number and sort code. The old account was web based and has been deleted due to lack of use while I was building my Shopify store. I have no way of finding out the old details that are normally required to update the account number and sort.

Could a Shopify rep please assist? 

[Ren · Accepted solution]

Hi @adamct, 

Thanks for your post! I can certainly help you out. Can you double check the following to see if you can access the information you need?  

• Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
• Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
• Contacting a bank representative: You could also contact your bank directly to request the old banking details.
• Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)

If you're unable to retrieve these details, please check your email as I have sent you a message with the next steps to take. 

[Ren · Accepted solution]

Hi @adamct, 

Thanks for your post! I can certainly help you out. Can you double check the following to see if you can access the information you need?  

• Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
• Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
• Contacting a bank representative: You could also contact your bank directly to request the old banking details.
• Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)

If you're unable to retrieve these details, please check your email as I have sent you a message with the next steps to take. 

[adamct]

Thank you @Ren for responding so quickly - I have replied to the email.

[RandyB]

Hello

I can’t find my old account information as I closed this account but need to update a new bank account to recieve payouts, how do I do this?

[Ren]

Hi @RandyB, 

Thanks for getting in touch. Can you confirm you were unable to find the old number by any of the following measures: 

• Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
• Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
• Contacting a bank representative: You could also contact your bank directly to request the old banking details.
• Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)

If you're unable to retrieve these details, that's okay. I have reached out via email to provide you the next steps! 

Thanks, 

[MikeDelphino]

Hi 

We have the same issue, please could you reset our bank account? we don't have anymore access to the bank account numbers.

Thank you very much for your help

[Ren]

Hello @MikeDelphino, 

Thanks for reaching out. I have sent you a secure email to get the process of resolving this for you started. Please respond via email as directed. 

Cheers, 

[Day]

Hi @Ren 

I also don't have access to the old routing and account number. I've called paypal several times to get this information, but it's lost now. If I could get that email as well that would be great. 

Thank you so much 

[Ren]

Hi @Day 

To clarify, are you trying to change your Shopify Payments bank account details or your PayPal email/account? If it's the Shopify Payment bank details, please be sure you've exhausted the following first: 

• Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
• Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
• Contacting a bank representative: You could also contact your bank directly to request the old banking details.
• Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)
  

If so, we can proceed with a secure email to get you helped out. 

In the event this is regarding PayPal changes, you should be able to do this by going to Settings > Payments and under PayPal Checkout, deactivate your account then log-in to PayPal with the new account. It should redirect you to the PayPal site to proceed with activating it. 

[Day]

I'm trying to change my bank account details for payouts.  I used the routing and account number of my paypal but  now it's different and I don't have the old info. @Ren 

[Ren]

Thanks for clarifying, @Day. I have gone ahead and sent you a secure email to get the ball rolling on an escalation for you. Please follow the directions in your response and we can proceed from there. 

[namebitz]

I'm having the same problem please help me

thanks

[Ren]

Hello @namebitz, 

Thanks so much for reaching out, I'm happy to help you out. I have sent you a secure email with further instruction. Please respond accordingly and I can continue to support you from there! 

[YohomaYami]

I am having the same problem if you could please reach out to me via email.

[quaylamae21]

Yes I need help

[Ren]

I have responded to your query above and have sent along the secure email! 

[Ren]

Thanks for reaching out @YohomaYami!

I have gone ahead and sent you a secure email with further instructions. Please respond as directed when you get a chance and I can continue to support you from there.

[HARDLIFE]

Hi Ren,

I'm experiencing the same issue. Can you please help?

[Ren]

Hello @HARDLIFE, 

Thanks for reaching out for a hand. Please check your email when you get a chance for my secure email requesting some additional information. Once I have been able to verify your ownership of the account I can continue to support you from there.

[quaylamae21]

I sent my government id

[nicoleta00]

Hello, I have the same problem. My old bank information is connected to my Shopify, and I want to change to my new bank. It won't allow me to do that unless I provide the information from my old bank, and I don't have that. I have received one sale, and it was paid to the bank account that I don't have access to. Please help, I need to fix it asap.

[Ren]

Hi @nicoleta00, 

Thanks for getting in touch and I'm sorry to hear that you lost a payout to your old account. I'd love to help you out here. Please check your email for a secure message requesting some further details from you. Once I have been able to verify your ownership of the account I can continue to assist you from there. 

[lbraun]

Hi, I have the same issue. I didn't change my bank account so I'm pretty sure there was a typo when I first inserted the bank account number. I need this resolved asap, please. Thanks 

[Ren]

Hi @lbraun, 

Ren here from the Shopify support team, I'd love to help you out. Please check your email for a secure message from me asking for some additional details. Once the ownership of your store has been verified I can continue to support you in the bank account number changes via email. 

[WaaahLifeStyle]

When I input my old account info it tells me it’s incorrect. I have triple checked. As I have no more access to that account I’m looking to change it now to a new account 

[Ren]

Hello @WaaahLifeStyle, 

Ren here from the Shopify support team. Thanks for getting in touch. I have gone ahead and emailed you with some further instructions. Once I have been able to verify your ownership of the store, I can continue to support you from there. 

[ShayeGina]

Please email me as i am unable to locate the old account 

[Ren]

Hi @ShayeGina, 

Ren here from the Shopify support team, happy to help you out. Please check for a secure email requesting some additional details. Once your ownership of the account has been verified I can continue to securely support you via email with your bank account change request. 

[Jidite1992]

Hi 

We have the same issue, please could you reset our bank account? we don't have anymore access to the bank account numbers.

Thank you very much for your help

[frnmy213]

I don’t know if their helping anyone in this forum anymore. I haven’t seen a response in some time. We need help fixing our payouts as our account information is unavailable for us to verify. Please help Shopify.

[Gamingfann]

Hi,

I can’t find my old account information but need to update a new bank account to recieve payouts, could you help me?

[Kitana]

Hi @Gamingfann, I can help you out. 

Please check the following to see if you can access the information you need?  

• Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
• Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
• Contacting a bank representative: You could also contact your bank directly to request the old banking details.
• Search for a paper statement from your bank: See if you have an old paper statement in your files from your bank to find these details (if available)

If you cannot find this information, please contact our Shopify Support team directly so they can help you out with this. Use the chat assistant and write "advisor" then follow the prompts to be added to our support queue. If you have any issues please let me know. 

[khxos]

Hi @Ren7, my name is Anderson and I'm having the same issue that @adamct is having. I've tried contacting my both my banks and no one can help me get the old information. Would you be able to help me in the same way?

[Ren]

Hi @khxos, 

Thanks for reaching out, I can certainly help. I have sent you a secure email with further instructions. Please follow up as directed and we can proceed with an escalation to our Accounts team to help you out. 

[Mikenado]

Hi @Ren 

I'm having the same issue as everyone else is. I find it curious that i'm being asked to update my bank details when I haven't changed them in years. 

i can't get access what I entered into on my account to be able to change it but i do have the information required. 

Hopefully you can provide me with assistance 

Michael

[Ren]

Hi there, 

Thank you for your message! We can certainly help you out. I have sent a secure email to get the ball rolling on this for you. Please respond as directed and we can move forward from there. If you have any questions, feel free to add them to your email or respond here. 

[Bonny_Forant]

Can you send me the same email please. Thank you.

[Ren]

Hello @Bonny_Forant & @Meserwaa, 

Thank you both for getting in touch. As long as you have exhausted the list noted at the beginning of the thread (I will include it below), then we can certainly proceed via email. It's always recommended to make sure you definitely cannot access the old bank number since this would be the fastest way of getting yourself set up with a new account. 

• Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
• Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
• Contacting a bank representative: You could also contact your bank directly to request the old banking details.
• Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)

I have reached out to you both via email to move forward should the above steps not result in finding a valid bank account number to work with. 

[Mikenado]

Hey Ren

I responded to your email. Just waiting on a response.

Thank you

[Ren]

@Mikenado,

Thank you! I have sent your request for help along to our Accounts team. Please allow 24-72 hours for them to review and process the request. You can expect any follow up via email directly. 

[Mely09]

Hello , 

I'm having the same issue. I can not update my payout account due to not having the old account #. I am almost 100 % sure it was a typo on my end. Can i have some help please !! Thanks 🙂 

[Ren]

Hello @Mely09, 

Thanks for reaching out, I'd love to help. Please check your email for a secure message with further detail and instruction. Once I have been able to verify your ownership of the store I can continue to support you from there. 

[ProudPapa]

Hello @Ren , 

I am having the same issue as the users on this thread. Can you please assist? I have moved and no longer have access to the old account information. 

[kyleyeoman]

Hi, 

I also do not have the old bank account information to change the payout. How can I resolve this?

Thank you,

[Ren]

Hey @kyleyeoman, 

Thanks for reaching out, I'm happy to help you here. I have gone ahead and sent you a secure email with further instructions. Please respond accordingly and I can continue to support you from there. 

Thank you! 

[BodyByShi]

Can you help me as well. I cannot receive my payouts. I entered my bank Information unknowingly incorrectly. All I want to do is enter my information correctly and it wont let me. Shopify is holding over $200 of my money and need it to purchase more inventory for my store. I really need this fixed ASAP.

[namebitz]

Please please! i need to change my banking info I tried your instructions I never got a reply!

[Ren]

Hello @namebitz, 

No worries at all, I got your information and I have forwarded it to our Accounts team. The ticket is open and pending so please keep an eye out for a response from the team asap. 

[Ren]

Hi @BodyByShi, 

Thanks for reaching out for a hand. Please keep an eye out for a secure email with further instruction. When you have a chance, please respond as directed and I will be able to support you further from there after verifying your ownership of the account. Thank you!

[BeautyPhernalia]

Hi 

We have the same issue, please could you reset our bank account? we don't have anymore access to the bank account numbers. we are trying to rebrand and sales are coming in as we speak

Thank you in advance for your help