Why can't I update my bank information on my account?

[Terree_Ann]

I've been trying to get help with this for over a week now. For whatever reason I'm getting an error message saying my payments have failed to be deposited into my bank account. I'm not sure if I accidentally entered my information incorrectly when I was originally entering it or what, but I do not know what was originally entered so when I try to correct it I can't because I don't know the original bank account information.

PLEASE SOMEBODY HELP

[Olivia]

Hey, @Terree_Ann.

Welcome to Shopify Community. My name is Olivia and I work here. I want to start off by thanking you for sharing your question with our network.

Note: 

You mentioned you have been trying to get support for a week, so please note The Community Forums are not a regularly monitored area by Shopify Employees it would be best to reach out to our support via chat, or on social media via Facebook or Twitter for more immediate support. Doing so will ensure your issue is reviewed in a timely manner, and create a better user experience for you overall. 

With that being said, let's take a deeper look at your issue. Bank information is protected by encryption in accordance with our banking partners as soon as it is entered. This is in order to protect your store and ensure privacy and security for your business's financial transactions.

Though you may suspect a typo in the original account values, let's narrow down the root cause further by confirming:

• Bank account type is supported (checking account)
• Bank account supports the currency you are collecting funds in
• Bank ownership hasn't changed
  

Confirm if your original account meets these requirements for next steps:

Scenario A If your bank account does not meet the above requirements
Enter your old bank account details, and new details for an eligible account when instructed under Admin > Settings > Payment Providers or through the error notice on your admin's home page.

Scenario B If your bank account is eligible
If a typo was indeed made, then our Billing Team can work closely with you to update the correct bank details. Do not send this information to us directly. Contact 24/7 Shopify Support for next steps.

If you happen to fall in Scenario B let me know right away and I will work to connect you with our Billing Team.

Warm regards,

[Terree_Ann]

Hi Olivia,

Thank you so much for getting back to me and also thank you for letting me know the best/quickest ways to get in touch with customer support! I do fall into scenario B and would like to get in touch with the billing team.

Terree Kennedy