How to change bank info when originally entered incorrectly?

[cindyeklund]

Hi all, when setting up my Shopify store, I apparently incorrectly put in my the wrong details for my bank account. I am now receiving and error: 

To change your bank account, make the following changes:

• Old account must match the information we have on file. Contact support if you need further help.

The problem is, I can't match the old information as I don't know what error I made.

[Helen]

Hi, @cindyeklund! 

I’m Helen from Shopify Support. Welcome to the Community, and thanks for reaching out about this.

To confirm that there is an error in the account number previously entered that is preventing the change, please first double check your banking details and re-enter them in your Shopify Payments settings following the steps in this Help Doc. 

You can find your banking information to confirm it one of the following ways:

• On the bottom of a blank cheque
• Through your online banking account, or
• By contacting your bank directly

If you are still having trouble changing bank accounts after confirming the details, please reply back here and I’m happy to proceed with the next steps to work towards resolving this for you.

[cindyeklund]

Thanks but I’ve already done that and it tells me my origin account number that I entered is incorrect.

[cindyeklund]

I already tried that but it told me my bank account number was incorrect so it could not be changed.

[Helen]

Thank you for confirming that, @cindyeklund.

In order to get this information changed for you, we’ll need assistance from our Account Integrity department. Therefore, I am sending you an email so that I can authenticate your account and get this sent into them ASAP. Keep an eye out for it!

[Dylan78]

Hey Helen, I have to change my bank account but I dont have my old bank account--I changed banks and moved and I dont have it--can I by pass it?

Thanks,

Dylan

[Helen]

Hey, @Dylan78. Thanks for reaching out! 

You can’t bypass having to enter your previous banking information in order to change it. However, if that information is not available to you, our Account Integrity team can work through this with you in order to get your banking information updated. 

Feel free to contact live support if you would like more immediate assistance with getting this escalated to the Account Integrity team. However, I’m also happy to help facilitate this for you. Please keep an eye out for an email coming from me with the next steps, and reply back if you’d prefer for me to proceed with it for you. 

Thanks!

[OFFICIALHAIIE]

I'm having the same issue anyway you can emailed me too?

[Helen]

Hi, @OFFICIALHAIIE!

I’m happy to help you out with this as well. Please keep an eye out for an email.

Thanks,

[miguelsan]

Hi I'm having a problem as well with my bank account information because bank account was entered the wrong account and don't know what was entered I need help.

[Helen]

Hey, @miguelsan! Thanks for reaching out to the Community with your question.

I can see that you’ve created a few other posts with the same inquiry. I replied with a solution in one of those threads here, however I also see that you’ve since been in touch with support and a ticket has been opened to resolve this for you. That’s great!

If you have any further questions or concerns, please let me know!

[The-gloss-drips]

when i turned shopify payments back on the same bank account information came up .I still don't know the account number for the mistake and didn't receive my payout 

[Helen]

Hi, @The-gloss-drips. Welcome to the Community. I’m happy to help you out with this! 

Was the payout deposited at all into the account that is currently attached to your Shopify Payments account? You can determine this by going to ‘Settings > Payments > View Payouts’ in your admin. You’ll be able to see here if the payout was paid, or if it failed. 

If it has been paid, please click on it to also check if the bank account it was deposited into looks familiar to you.  It should show the bank name and last 2 digits of the account number as seen here, for example:

If the account is familiar, please then double check your bank account information as suggested earlier in this thread on 04-07-2020 via the following ways, just in case it is a matter of a small error in your account number entry:

• On the bottom of a blank cheque
• Through your online banking account, or
• By contacting your bank directly

If the above doesn’t help, don’t worry! Please reply back here to let me know, and include any screenshots of errors or notifications regarding your payout, or when you try to update your bank account info. This way we can proceed with the next steps, which will require an escalation to our Account Integrity department. I’ll contact them on your behalf with all of the information and screenshots you’ll provide, and they’ll be able to further assist you with updating your bank information. 

Thanks!

[The-gloss-drips]

It was not paid to me I’ll try that now

[Helen]

How did it go, @The-gloss-drips  Did you have any luck being able to change the bank account information after referencing it from another source?

Also in regards to your payout, could you please clarify a little bit more about it not being paid to you? Does it show as failed in ‘Settings > Payments > View payouts’? Are there any notifications at the top of your payout page that elaborate further on its status?

[The-gloss-drips]

I’m using PayPal now and still didn’t receive my first payout. I rather
use shopify payment but I’m still unable to change my banking information.

[Helen]

Ok, no worries, @The-gloss-drips!

I’m sending you an email now. Please reply to it with the requested information, when you get a chance. I’ll investigate it further, and coordinate with the appropriate departments to sort this out for you.

[The-gloss-drips]

Thank you very much 

[Raven_Sellers]

Hello Helen , im having the same exact issue. can you send me that email as well.

[Helen · Accepted solution]

Hello, @Raven_Sellers. Welcome to the Community! I’m more than happy to help you get the assistance you need for this. 

We’ll need to access your account in order to proceed with the steps to change your bank account information. At this time, we’re not able to provide account-specific support via the Shopify Community, therefore we’d be happy to continue assisting you through live chat, email, or callback instead. Please visit the Shopify Help Center and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. But please let me know if you have any other questions or concerns. Thanks!