Payout Failed

[Nininoka22]

I recently open my store and I am struggling to recieve my first payout. I copy and pasted my correct account information and shopify is telling me my payout failed. I tried to update my info and the server keeps telling me I need to enter my old account information but I don't have any old account information. I've had the same account. I tried the chat service and they didn't give me any helpful information. Is there anyway I can get my card information reset? Or a phone number I can call? I'm a new store owner and this is very stressful for me! 

[VickRom]

I have the same payout failed problem. No one to connect with, the information I entered is correct, and I can't change to another because the system keeps telling me the information from the first "failed" attempt is incorrect. My bank has no record of any attempt. Why is this so difficult. HELP!

[Sophia]

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@VickRom wrote:

I have the same payout failed problem. No one to connect with, the information I entered is correct, and I can't change to another because the system keeps telling me the information from the first "failed" attempt is incorrect. My bank has no record of any attempt. Why is this so difficult. HELP!

---

Hi, @VickRom!

Sophia here from Shopify. It sounds like you've had a tough time getting in touch with our Support team. We are here to help 24/7 via live chat and email. Callbacks are also available to schedule through the Shopify Help Center whenever contact volume permits. If you were running into any issues with the Help Center, please let me know so our developers can investigate.

If the failed payout error states that the bank account information is incorrect, our Account Integrity team can help you adjust the information on file. I understand how important it is to ensure that your payouts are transferred smoothly, so I'm happy to help you get this fixed as soon as possible. Have you been in touch with Shopify Support since posting here? If so, please share your ticket number so I can make sure it's with the right team. Otherwise, I can absolutely start a new ticket for you.

[VickRom]

Sophia, Thanks for your response. I have not heard from anyone from your support or fraud team. There is no link to any sort of live chat with either of those parties. As mentioned before, I can't fix any typo problem with my bank information if I don't know what it is. I really would like a solution. Can the payments be routed to a debit card or some other vehicle. Please help!

[Sophia]

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@VickRom wrote:

Sophia, Thanks for your response. I have not heard from anyone from your support or fraud team. There is no link to any sort of live chat with either of those parties. As mentioned before, I can't fix any typo problem with my bank information if I don't know what it is. I really would like a solution. Can the payments be routed to a debit card or some other vehicle. Please help!

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Thank you for following up with me here, @VickRom. I've sent you an email so we can verify the account and get this request to our Account Integrity team. Whenever you have a moment, please respond to that email from the account owner email address, and our Account Integrity team will be able to help you correct the bank account information for your Shopify Payments account. 

To clarify, there's only one live chat link in the Shopify Help Center, which allows you to get in touch with our general Support team. The Account Integrity team communicates exclusively via email, so our general Support team can create a ticket to put you in touch with them. If you need to start a live chat in the future, enter a topic in the Help Center and proceed to the contact options by selecting "Continue" near the bottom of the page. 

[PoshPout]

Sophia, Can you please help me as well? I am having the same exact issue. My payout failed apparently from a typo so I have no way of knowing what the typo is and cannot get my payout. 

[Sophia]

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@PoshPout wrote:

Sophia, Can you please help me as well? I am having the same exact issue. My payout failed apparently from a typo so I have no way of knowing what the typo is and cannot get my payout. 

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Hi, @PoshPout!

I see that Hyde followed up with you on this thread. For any inquiries that require account authentication, we need to move from the forums to email to ensure we're speaking with the account owner on a verified account and that we have a safe space to discuss sensitive account information. Since you already have a ticket with our team, please reply directly to that ticket with any questions. Thank you.

[VickRom]

Sophia,

You send an email offering to help and you simply have not. There are similar useless, unresponded messages from other members of your team, and no assistance in the problem that dates back to August and you have $400 of payments made by customers that you determine is FAILED. What is it that you CAN do?

Andy

AFRArt2u.com

[Sophia]

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@VickRom wrote:

Sophia,

You send an email offering to help and you simply have not. There are similar useless, unresponded messages from other members of your team, and no assistance in the problem that dates back to August and you have $400 of payments made by customers that you determine is FAILED. What is it that you CAN do?

Andy

AFRArt2u.com

---

Hi, Andy.

I sent you an email on October 24, but did not receive a response from you.

As I mentioned in my previous replies to you in this thread as well as in the email message, you need to respond to the email from the account owner email address in order to authenticate the account. We take your account's security very seriously, so the account needs to be authenticated before we can move forward.

Once you've responded to the email, our Account Integrity team can help you adjust the information on file. I've sent a new email today (December 1). Please respond to the email with your with your .myshopify.com URL from the account owner email address as soon as you can so we can help. Thank you.

[VickRom]

Here is my Shopify URL

https://afrart2u.com

I await with baited breath

[Sophia]

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@VickRom wrote:
Here is my Shopify URL

https://afrart2u.com

I await with baited breath

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@VickRom, you're responding to the forums post here but still have not replied to the email. I understand that you might be receiving emails regarding new posts in this thread, and that may have caused some confusion. Please find the email we sent with the subject line "Shopify Community Follow Up - Payout Failed", and send a reply directly to that email with your .myshopify.com URL included in the email body. Please also note that we cannot authenticate your account based on your custom domain. Your .myshopify.com URL ends in .myshopify.com. Thank you.

[VickRom]

Trying yet another time on a problem that persists since October. I am copying the best internet listed access to Shopify leadership, in the hope of getting the attention of executives who should know that the excellent front end functionality and aesthetic is the talk among customers, while your poor backend service is the dominant negative. Please respond to this email address or to my gmail.

It would be much appreciated if we can start 2021 with this issue solved.

My shop URL is AFRArt2U.com
The email on my account is andyromeo@afrart2u.com
My mobile, for anyone who cares to speak, is 917-453-2174.

By comparison, according to your communities built around help topics, there is a guy in Australia and one in Europe, both of whom appear to be much more responsive.

Best,
Andy



[cid:E837FB46-43C2-463A-A763-D04B99295830@nyc.rr.com]

Andy Romeo
Artist & Social Commentator
andyromeo@afrart2u.com
A Story in Every Stroke

[Sophia]

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@VickRom wrote:
Trying yet another time on a problem that persists since October. I am copying the best internet listed access to Shopify leadership, in the hope of getting the attention of executives who should know that the excellent front end functionality and aesthetic is the talk among customers, while your poor backend service is the dominant negative. Please respond to this email address or to my gmail.

It would be much appreciated if we can start 2021 with this issue solved.

My shop URL is AFRArt2U.com
The email on my account is andyromeo@afrart2u.com
My mobile, for anyone who cares to speak, is 917-453-2174.

By comparison, according to your communities built around help topics, there is a guy in Australia and one in Europe, both of whom appear to be much more responsive.

Best,
Andy

[cid:E837FB46-43C2-463A-A763-D04B99295830@nyc.rr.com]

Andy Romeo
Artist & Social Commentator
andyromeo@afrart2u.com
A Story in Every Stroke

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Hi, Andy.

Both the emails sent to you on October 24 and December 1 were to the email address tied to your Shopify Community Forums account, which was a gmail address. There was also a follow up email sent on December 8, but there was no response to any of those emails.

In order to connect you with our Account Integrity team to correct the bank account information on file for Shopify Payments, we need to authenticate you via email. This process cannot be handled in the Shopify Community Forums for security reasons, because there is no way to authenticate the account here, and we cannot discuss your account information in a public space.

To be clear, this is a post in the Shopify Community Forums, not an email. As I mentioned previously, I understand that you may be seeing these forums responses in your email which may have caused some confusion, but this is not an email message.

I have sent a new email to the address you mentioned here (andyromeo@afrart2u.com) with the subject line "Shopify Community Follow Up - Payout Failed". Please find that ticket and respond directly to it (not to this forums post). Once you've responded to the email from your account owner email address, I'll be able to put you in touch with the Account Integrity team. In the body of your email, please include the .myshopify.com URL for your account. The URL you've provided here is your custom domain, but we need the .myshopify.com URL in order to properly authenticate the account. You can find this in the URL bar when you're logged into your admin, or under Online Store > Domains.

Feel free to follow up with me here if you have any questions, but please note that in order to help with updating the bank account information on file, we need to receive a response from you via email (a direct reply to the new email we sent on December 27, which has the subject line "Shopify Community Follow Up - Payout Failed"). Thank you.

[VickRom]

I chatted with Michael in support. He advised that he needs to escalate further and I will hear back in 3 to 4 business days. He also advised that I add an extra 0 in front of the account number. Tried that, and it too failed.

If the escalation resource will do the trick, sooner than 3 days would be awesome.

Andy

[Sophia]

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@VickRom wrote:
I chatted with Michael in support. He advised that he needs to escalate further and I will hear back in 3 to 4 business days. He also advised that I add an extra 0 in front of the account number. Tried that, and it too failed.

If the escalation resource will do the trick, sooner than 3 days would be awesome.

Andy

---

Great news, Andy. Now that your account is authenticated, Michael can put you in touch with the Account Integrity team. I appreciate you letting me know. I'll go ahead and close the email ticket, as you no longer need to respond to the "Shopify Community Follow Up" email.

[jessicafonti]

Hi I am having the same issue with a failed payout. It is telling me to enter old banking info, but I might have entered in the digits incorrectly the first time. How can I resolve this issue? It has been very hard to receive help. 

Thanks. 

[Sophia]

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@jessicafonti wrote:

Hi I am having the same issue with a failed payout. It is telling me to enter old banking info, but I might have entered in the digits incorrectly the first time. How can I resolve this issue? It has been very hard to receive help. 

Thanks. 

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Hi, @jessicafonti.

I'm sorry to hear that you've had a hard time getting in touch with Shopify Support. If you ran into any errors trying to access live chat, email, or schedule a callback in the Shopify Help Center, please let me know so I can investigate. 

In the meantime, I've sent you an email so we can authenticate the account and put you in touch with the Account Integrity team to correct the bank account information on file. Please respond directly to that email with your .myshopify.com URL when you get a chance. Thank you!

[Sophia]

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@Nininoka22 wrote:

I recently open my store and I am struggling to recieve my first payout. I copy and pasted my correct account information and shopify is telling me my payout failed. I tried to update my info and the server keeps telling me I need to enter my old account information but I don't have any old account information. I've had the same account. I tried the chat service and they didn't give me any helpful information. Is there anyway I can get my card information reset? Or a phone number I can call? I'm a new store owner and this is very stressful for me! 

---

Hi, @Nininoka22!

Sophia here from Shopify. I'm sorry to hear that the chat you had with our Support team wasn't helpful. Can you please share the ticket number from that interaction with me here so I can look into it? If there's any additional feedback you'd like to provide about that experience, please feel free to share that here.

If you copied and pasted the account information during the Shopify Payments setup and are sure it is correct, there may be another reason that the payout failed. However, it sounds like there may have been a typo if you're trying to reenter it now and the system isn't recognizing it as the "old" information on file.

In order to resolve this, I'll need to put you in touch with our Account Integrity team via email so they can verify the account information with you. Our general Support team over the phone and live chat can create a ticket to put you in touch with Account Integrity as well, but please note that the Account Integrity team only communicates via email. If you've not been in touch with our team since your last chat, please let me know and I'll start a new ticket to get this resolved for you as soon as possible.

[Nininoka22]

Hello @Sophia 

Its been almost a week and my issue still hasn't been resolved! I talked to two chat people Markof R  ticket number 20200958. He seemed very confused about this problem and it took him forever to understand what I was trying to explain to him and his response time was very slow. The second person I talked to was Mitch H ticket number 20216198, he was more helpful and understood what I was explaining but he told me the Mark already put in an request for me to talk to the accounts team. I got an email from Sim K (shopify support  advisor) on the 19th and he said that I would have to wait longer until the accounts team can help me.

Is there anything you can do for me so I can get this issue solved quicker? I want my payment account info reset or I would like to know what info I typed in, so I can change my info myself.

[Sophia]

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@Nininoka22 wrote:

Hello @Sophia 

Its been almost a week and my issue still hasn't been resolved! I talked to two chat people Markof R  ticket number 20200958. He seemed very confused about this problem and it took him forever to understand what I was trying to explain to him and his response time was very slow. The second person I talked to was Mitch H ticket number 20216198, he was more helpful and understood what I was explaining but he told me the Mark already put in an request for me to talk to the accounts team. I got an email from Sim K (shopify support  advisor) on the 19th and he said that I would have to wait longer until the accounts team can help me.

Is there anything you can do for me so I can get this issue solved quicker? I want my payment account info reset or I would like to know what info I typed in, so I can change my info myself.

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 Hello, @Nininoka22.

Thank you for sharing those ticket numbers as well as your experience with our live chat support. I know it must be frustrating to be waiting longer than anticipated for a response on such an important matter, but please rest assured that you did everything you needed to do with your first ticket (20200958). All of our teams are receiving a large number of support requests at this time, and we're doing our best to work through them all. Creating multiple tickets for the same issue may slow things down rather than result in a quicker response. Please check ticket 20200958 for a reply and follow up directly on that ticket if you have any further questions about your Shopify Payments account. Thank you so much.

[bewatermart]

We're experiencing the exact same problem. Please help! We are a small retailer and we need the cash flow to survive.

[Sophia]

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@bewatermart wrote:

We're experiencing the exact same problem. Please help! We are a small retailer and we need the cash flow to survive.

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Hello, @bewatermart.

I would be happy to put you in touch with the team that can help you update the bank account information and get your payouts back on track. In order to do so, I'll need to send you an email to verify the account. Have you already been in touch with our team elsewhere? If so, please share your ticket number with me here so I can confirm that it's in the right hands. Otherwise, let me know and I'll get the process started with a new ticket. Thank you!

[bewatermart]

Yes, the ticket no. is 20650446. Thanks!!

[Sophia]

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@bewatermart wrote:
Yes, the ticket no. is 20650446. Thanks!!

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Thank you! I can confirm that ticket 20650446 is open and assigned to the specialized team that can help you with updating the bank account information on file. While I cannot guarantee a timeframe for response as the team is working through a high volume of requests, I can assure you that you will receive a response via email on ticket 20650446 as soon as the team has had a chance to review the account. Please don't hesitate to reach out if you have any other questions in the meantime.

[kiannavestuto]

I am having the same exact issue and I'm definitely ready to take some sort of action against Shopify. I've had "pending" and "failed" payouts since JULY (it's nearly November now), and I never once changed any of my bank account details. I've even gone back to re-enter the "old" bank account, which is the one I started this account with and have proof of in my bank statements from Shopify, but it is still telling me "Old account must match the information we have on file." I have contacted my bank, and everything is clear on their end, I have double and triple checked. My bank told me to contact Shopify, but oh, guess what, there's NO WAY TO DIRECTLY CONTACT SHOPIFY.

SHOPIFY TEAM: It is absolutely RIDICULOUS that I have gone nearly four months with this UNRESOLVED ISSUE. I need someone to contact me immediately about this or I will be sure to spread word about Shopify scamming.

[Sophia]

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@kiannavestuto wrote:

I am having the same exact issue and I'm definitely ready to take some sort of action against Shopify. I've had "pending" and "failed" payouts since JULY (it's nearly November now), and I never once changed any of my bank account details. I've even gone back to re-enter the "old" bank account, which is the one I started this account with and have proof of in my bank statements from Shopify, but it is still telling me "Old account must match the information we have on file." I have contacted my bank, and everything is clear on their end, I have double and triple checked. My bank told me to contact Shopify, but oh, guess what, there's NO WAY TO DIRECTLY CONTACT SHOPIFY.

SHOPIFY TEAM: It is absolutely RIDICULOUS that I have gone nearly four months with this UNRESOLVED ISSUE. I need someone to contact me immediately about this or I will be sure to spread word about Shopify scamming.

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Hello, @kiannavestuto.

I understand how frustrating this must be, and I appreciate that you've been in touch with your bank to ensure there are no issues with your account. It sounds like you may have had payouts sent successfully before July. Is that correct, or have you not yet received any payout?

Shopify Support is available 24/7 through live chat and email in the Shopify Help Center. You can find the contact options either by logging in (where callbacks will also be listed as an option of current contact volume permits) or by continuing without logging in where you'll still have access to the live chat and email options. I've posted a screen recording in this thread to demonstrate what the process looks like. I see that Elle shared the steps with you here as well.

Have you been in touch with Shopify Support since posting this? If not, please let me know and I can send you an email to put you in touch with our Account Integrity team to help you get your payouts on track to the correct account. Thank you.