URGENT- payouts failing to transfer to my account multiple tickets opened no help

[Promiscuousroot]

I've had my payouts set up to transfer to my account for nearly three years using the same account. However, recently, my balance refuses to transfer. Despite attempting to update to a new account, I consistently encounter an error stating that my account number doesn't match. I've submitted multiple tickets to address this issue. It’s now been two weeks and I am not getting the help I need to resolve this. Has anyone had this issue? Got help? 

[Blair]

Hi @Promiscuousroot,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

If you haven't done so already, I'd encourage you to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

To connect with us, you can: 

• Head over to our Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets resolved. 

Please let me know if you have any other questions or concerns. 

[Promiscuousroot]

Thank you for responding, Blair. I've already requested an escalation and an update on the status. I also requested a phone call, but unfortunately, I haven't received one. It's extremely frustrating not to know the status of our request in a timely fashion. At the very least, an email update indicating that an individual is actively working on the request, rather than a generic 'team' response, would be greatly appreciated. What additional protocols should I follow to receive a response or update on an urgent matter, such as paying a customer?

[RainbowMermaid]

I'm having a similar issue.  I made the mistake of trying out Shopify Balance.  When I didn't like it and tried to switch back it's telling me old account number doesn't match. Which is totally untrue because I've copied and pasted the numbers in from Balance.  Now my deposits are lost, and despite multiple support tickets, no resolution.  I've been with Shopify 7 years and never had an issue until now.  They tell me they don't have phone support anymore.  I'm so upset.

[Promiscuousroot]

Hi, I finally did get response took about three weeks. I would make sure to ‘’escalate’’ the ticket because my first ticket wasn’t even though the representative said they would. They do not have customer service number listed on the reply. 

[RainbowMermaid]

Thank you!  I'm at almost a week.  It's crazy that this takes so long.