How can I update my bank account for payouts when I face an error?

[xhercollections]

Hello, My old bank account has shut down and is connected to my payout! I am currently trying to update my new bank account so my payout can go to the right place…. But it wants my old account and routing number which I have but it’s not working it keeps saying “error” I did previously change my account number so I don’t know if the old account number is connected and that’s why it’s not working but I don’t have access to that bank account… PLEASE HELP! SOS I can’t make any money because it’s going to an account that I will never receive the funds.. 

thank you, 

[Kimi · Accepted solution]

Hi, @xhercollections.

Our accounts team should be able to help you with updating your bank account information. Because this situation is account-specific however, we aren't able to do this via the Community Forums, so you'll need to reach out to our support team via our help centre here. Once you've logged in to your store on our help centre, type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request. From there, our support team can assist with your query and help escalate your case to our accounts team.

[xhercollections]

Hi, 

Thank you so much! I just got off the phone with the rep and we got it fixed. Great job and thank you guys for working 24/7. 

[Kimi]

Thanks for the update, @xhercollections. I'm glad to hear that the issue's all fixed!

In this case, I'll mark my initial reply as a solution to benefit others who may be in the same situation as you. Thanks!

[jmerone]

Hello,

I have the same issue but have been able to reach customer service. How can I do that?

Thank you

[Kimi]

Hi, @jmerone.

Have you been able to speak with our live support team about this matter?

If not, you can get in touch with our team via our help centre here. You'll need to log in to your store, and select a topic that best fits your query or situation. From there, you'll be taken to a page with the heading 'Contact support', and you can scroll to the bottom of that page to select your preferred contact method with our team.

[jmerone]

Hi

I still have not gotten any help.

[Kimi]

@jmerone

To confirm, have you contacted our live support team about the issues you're having with your payouts?

If you have, do you know if your support ticket has been escalated to one of our specialist teams for further review? If this is the case, you can be reassured that our team intends to reply with any updates to support tickets as quickly as possible. Our turnaround time may be a bit longer than expected at times, but this is only to ensure that the proper steps are being taken so that we can best address the situation for all parties involved.

If you haven't already contacted our live support team however, you can follow the steps in my earlier reply to get in touch with our internal team.

[jmerone]

No I have not been able to because there is no customer service number
provided.

[Kimi]

@jmerone

While we don't provide a customer service number that you can contact from your end, following the steps I mentioned in my earlier reply will allow you to get in touch with a live support team member. I'll go through the steps again in more detail for you:

1. Visit our help centre by clicking on this link here
2. Login to your store on our help centre
3. Once logged in, select the topic that's most relevant to your situation. In this case, you can click on 'Money', then click on 'Shopify Payments'
4. You should then be taken to a page that looks like the image below
   
   

    
   If you'd like to speak with a live support team member on the phone, select the 'Request a callback' option. Please note however that callback availability depends on our current contact volume. So if you don't see this option on your end, I recommend selecting the 'Chat with us' option so that you can chat in real time with one of our live support team members. Alternatively, you can also select the 'Email us' option, which will allow you to communicate with us via email.

[Promiscuousroot]

Hi,

I have two questions outstanding with chat and both have been escalated but I have not received an email back. It’s the same problem my payout giving me error and I can’t update my banking information even though I know it’s correct! I need help and customer service hasn’t gotten back with me and it’s been over a week.

[Binh25]

They closed my stores and put all my payout on hold since august 2022
I waited until they release it but I got an email saying they cant deposit my payout on the bank on file because my bank account on file is already closed which is true
They ask me for another bank account which I provided but until now there's no response

The live agents cant help me
I responded to the email but still got no reply

I been frustrated for 2 weeks now

No one can help me

The escalation team took decades to respond
This is very unfair! its been 2 weeks now trying to get my money but it seems to me that they delaying it. This really sucks! I never knew this will happen because if I knew it, I never signed up for this

[Kimi]

Thanks for reaching out about this, @Binh25.

I hear your concerns and can understand your frustration surrounding the situation. Due to security reasons however, we don't currently provide account-specific support via the Community Forums.

I see you mentioned that you're in touch with our escalated team about this matter, however. When was the last time you heard back from them?

I appreciate that you've also contacted our live support team, however please note that while our live support team is available to support general enquiries, our escalated teams handle account-specific payout cases like these. Our escalated teams also currently operate via email only, due to the nature of the queries that they handle. So if you've replied to the email sent by them, rest assured that they will continue to support you via the current support ticket you have open.

I'd like to reassure you that our team intends to support merchants and reply with any updates as quickly as we can, but at times this may take a bit longer than expected to ensure that proper steps are being taken. This is only to ensure that we can address the situation as best as we can for all of our merchants, so we really appreciate your patience here while our team continue to review the necessary information on our end before they can provide you with an update.