Unable to verify old bank account, because its in a different country

XequidX
New Member
4 0 0

Hi! I recently switched from german shopify payments to US shopify payments and when I wanted to add my US bank account it asks me to verify an old account, with an account and routing number. Which my german account obviously does not have. Im not sure what to do at this point, the issue has been escalated already but no answer so far, I can verify the old account easily, but the fields on the page are not made for an IBAN account. Each day that passes where this is not solved is a day where im loosing money... has anyone had this issue before?

Replies 6 (6)

Ollie
Shopify Staff
2434 455 410

Hey @XequidX.

 

Thanks for reaching out and bringing this to our attention. 

 

I appreciate the context that you have shared with us as that is very helpful! Since we are unable to authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics. If you have spoken with our live support about this and have been informed that the matter has been escalated, I can assure you that you will receive a response from the escalated team.

 

If you would like an update on the situation, I would suggest replying to the most recent email conversation with our support as this will be the best method to speak with the team that is handling the case.

 

Let us know if you have any questions. 

Ollie | Social Care @ Shopify 
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XequidX
New Member
4 0 0

There is no recent email to reply to, because to this day I havent received a response... it is not that hard, I can send the bank details, verify them and thats it. I replied in the ticket that has been marked as "escalated", but still nothing. Unaccecptable in my opinion considering this is about payments and involved quite a lot of money that im now unable to withdraw because of a bug.

Victor
Shopify Staff
2536 232 539

Hi @XequidX,

 

Okay, I see. Is there a ticket number that you can share with me from when you've spoken with support?

Victor | Social Care @ Shopify 
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XequidX
New Member
4 0 0

Hi, ticket number is 48078919

Victoria
Shopify Staff
2224 153 259

Thank you for providing that ticket number, @XequidX.

 

While our Community Forum team is unable to check into tickets, I have passed this information along to our Internal Team for review. They have advised that your ticket is with the correct escalated team and is still currently being reviewed. They recommend replying directly to your existing support ticket if there is additional context that you'd like to provide. To set expectations, we are unable to provide a specific timeline for your ticket, but the best course of action right now is to reply to it.

Victoria | Shopify 
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XequidX
New Member
4 0 0

I replied to it, multiple times... this is stupidest bug ever and my money has not been released to this day. A week with not a single message from support and counting.