Why is my banking information suddenly invalid on my ecommerce platform?

[emilyybutlerr]

Hey, everyone!

I'm having trouble with my banking information. Basically, there is a failed payout due to invalid banking information according to Shopify. Here's the thing: I haven't changed banks or anything. So, I went in to update my banking information even though there isn't an update to make. I entered in all of my information as I remember it (again, it couldn't have changed) and it's telling me it's invalid. I can't seem to find a way to contact Shopify about this issue. Everything was working before. Not sure what is going on!

[Elle]

Hi, @emilyybutlerr 

Sorry to hear you're experiencing this! It sounds like you may have accidentally entered your banking information initially. 

In order to resolve this, please reach out to our support directly and an Advisor will loop in our payments team to help you change your banking details. 

To contact our support directly please follow these steps: 

• Log into our Help Center
• Enter your question in the search bar
• Scroll to the bottom of the page and select 'Continue' under 'Get Support'
• Select your preferred support option (live chat, email, web callback, Twitter)

Hope this helps! 

[PicasBotanas]

I know this is an old thread, but here I am, December of 2024, and having the same issue.  Nothing on my end was ever changed, but now payouts aren't happening because of this bug.  Chatting with an advisor now and will update if/when they get to the bottom of their issue.

[hypepeace]

Hi PicasBotanas,

Today I received the following email from Shopify...

"There appears to be a BACS mandate failure when we attempted to debit your bank account on file.

To find out why this is happening, please contact your bank and request any information they can provide so we can sort this out. Here are the details we need:

• The last 4 digits of your bank account number
• Bank account sort code (As 000000, NOT 00-00-00)
• Bank account holder’s name

All details must be actioned by you, the account owner. To update your bank account details, go to Admin > Settings > Payments > Manage > Change Bank Account."

Obviously, I found this very strange as we've been trading 5+ years with Shopify and we've had the same bank account since day 1! So I don't understand why there's an issue now. I don't want to change anything yet as I've read comments from other Shopify users of not being able to complete the changes successfully and not receiving their payouts! 

Could you kindly please let me know of any updates your end? And if you received the same email?

Kind regards, 

J