Can't Change Payout Bank Account Due to Error

[JelenaAllen]

Please Please Help! I am trying to change my bank account for payouts because I switched banks. However, I keep getting an error that the old banking information doesn't match. And I have no way of confirming why. I am looking at my checks which show the routing and bank account number, but still the error persists. Back on August 22nd, I tried using Live Chat but received what seemed like canned responses that my issue would be escalated for assistance. No one has followed up with me from Shopify. I tried again tonight to change the bank info and the same issue persists. Again, I received similar canned responses with a promise for ticket escalation when using Live Chat. I am so frustrated because I cannot launch my website until this is changed because sales deposits will not go through to a closed bank account. Please help. I am so terribly frustrated that I cannot speak to a human being. Bank account errors seem to be an issue that happens often within the Shopify community - what can't there be an easier way for assistance? No one I've chatted with via Live Chat seems to do anything. Please help - I've put so many hours and money into developing my website, but I can't keep paying for something I cannot use because of such a simple fix.

[JelenaAllen]

Thank you for the added tips. There are no other support channels that I can find. I've scoured Shopify and Google for email or phone numbers. The 3 phone numbers I found all state support has moved online with the call either ending or the message repeating itself. The issue is well documented via Live Chat and clearly explained. And I am the only one with access to my account; no one has had access to it since inception. This shouldn't be so difficult to do. And not having better support access to a human for a company that clearly has the resources makes me very uncomfortable. It's a 30 second fix that has taken hours with no resolution.

[sampwtide]

Did it get resolved?

We have a similar issue, ‘unexpected error’ when entering new bank information. But this has also stopped any payments to our old account.

Shopify now  owe us $30,000 in unpaid revenue and rising!

Our business costs mean that without a resolution soon - we’re finished!

Support have been lacklustre, as per usual.

A ticket made it to the payments department after 10 days we got a response from them - but the response was useless (not applicable to the actual issue) and they still haven’t made progress with the issue.

We’re about to go into the third week of no payout and no real assistance from Shopify!

Appalling.

[JBKeith]

Same issue is happening with me right now. I’ve chatted with someone every day for a WEEK and sent numerous emails and no one has contacted me back or solved my issue. Their bank account info does not match mine - which has never changed. The last 2 numbers Shopify has for my bank account is incorrect and I have no idea what they’ve done to mess it up. And they won’t fix it. 

[zpat4etsu]

Anyone received a resolution to this issue? I can't access my payouts because of an error with my payout account. I attempted to change the account and must have put in the wrong information, however without knowing what I put in wrong I can't correct it.  Customer services is no help. Same old speech about how busy they are. 

[JelenaAllen]

It took them several weeks to finally turn off the old account verification so I could change my bank account. But I left the Shopify platform because of this issue and went over to the Square platform. No human customer support for important issues involving things like your payout account is unacceptable. I had to rebuild my website and start all over with analytics, but it's been well worth it. Square integrates seamlessly with my POS system. I'm tired of spending my money on companies that are so large they simply don't give a damn about their customers.

[Disc72]

We are having the same issue and they are ignoring us.  We might have to leave Shopify due to this, as if we can't get our money we can't buy more inventory, etc....  They don't seem to care about customers.

[Victoria]

Hi there, @Disc72.

Welcome to the Shopify Community, and thanks for joining the thread.

I understand you're unable to update your payout bank information due to an error.  

Could you confirm if you have any of the following information on hand:

• A blank/void cheque from your bank. As this contains the routing and account numbers.
• Have you already checked your online banking, as account details may typically be viewed online.
• Direct Deposit form or Bank statement. These forms are usually available for download.
• Have you tried calling/chatting with your bank to clarify current or old account details?

You mentioned that you have not received a reply from our Support team. Are you able to share a bit more information on when you reached out to Support, and what they have advised? 

[Disc72]

I do have all of the information you listed above.  As for your other questions I opened support case 48182688 on 6/12 and have asked for updates several times.  I have received zero responses even though I have asked for updates.  When I reached out to online support they are of no help, and tell me they can't do anything as it is with another team.  Can you please help? 

[Victoria]

Thank you for providing that ticket number.

To set expectations, we are unable to access ticket information via the Community forum. This is put in place for privacy and security reasons, as well as we don't have the authentication tooling here. However, I can pass along this information to our Internal Team for review. 

It sounds like your ticket has been transferred to our escalated teams. It is likely that they are still actively looking into your ticket and will follow up with you directly via email. As our escalated teams communicate solely via email. 

[Luann01]

I am In the same boat, this is ridiculous that this is happening to so many people. I am Going on two weeks and I am Told the same thing every single day. I am Going to go to my local police to see how I can get this resolved. 

[tticcioni]

I am having the exact same issue. Very frustrating!!!