Cannot update payout information b/c entered wrong bank information

[Cindy71]

We have been in chat with Shopify and have a ticket number - this has supposedly moved to another area of shopify to help us, but we have had no information or updates on this matter since last Wednesday - almost a week ago now.  

We are unable to receive our payouts since changing our bank account incorrectly.  There must have been a typo b/c we did not get our money and eventually the payout Failed (at first Shopify told us they paid us and to check with our bank to make sure it wasn't on hold - it was not.)  We are unable to replicate the mistake/typo made, so now all of our payouts are on hold and Shopify is not helpful or responsive in resolving this matter, except to get an automated response with no help or answers.

When and how can we can this matter resolved?

it is very frustrating to not have help and responsiveness.

thanks!

[Summer · Accepted solution]

Hey, @Cindy71! Welcome to Shopify Community!

I understand you have a concern regarding your payout bank account. The best course of action for this matter is to create a support ticket, which I see you've already done, as our support team needs to access your account and escalate your ticket to the relevant team. While I'd love to be able to advise on the turnaround time, I'm unable to do so due to the unpredictable volume of support tickets the escalated team is handling. Nonetheless, you can rest assured that your ticket has been escalated, as advised by the support advisor you spoke with, and the team will get back to you as soon as they can. We truly thank you for your patience as we work to get your request processed as quickly as possible.

Should you have any other questions or concerns in the meantime, don't hesitate to let us know and we'll be happy to help you out.

[Lolly2]

This is what is happening to me right now and i have been waiting for almost over 3 weeks. My ticket has been escalated and i have just been waiting in limbo. The communication is very bad because no one is getting back to me with any updates till i open a new chat. I am very frustrated and fed up because my business is on hold because of this and i do not know what to do anymore. What was your turn around timeline if you dont mind me asking and was this issue ever solved for you?

Genuinely thinking of closing down my account

[Cindy71]

We did get it resolved!  It took around a month or slightly longer.  It was super frustrating communication wise and with all of the delays.  I hope your issue works out asap.

[msdes04]

I’m going through the same thing, my site is ran off pre orders so this is really bad I can’t order inventory without my payouts and they’re connected to a closed account. How long did it take you to receive help? 

[louisvillelove]

Hey how long did it take you to fix yours ? I’m going through the same thing right now and I’ve been waiting for 3 weeks