Changing Account info ... Doesn't accept !!

[Needtoknow]

Hello …

I have attempted MULTIPLE times, to change my account info in the appropriate section on Shopify.  

It doesn’t seem to recognize my new Bank account ?!?!? It is a legitimate Bank, albeit small.

I have also attempted to contact Support in regards to this matter to no avail long before I was

charged (in theory) to the now wrong account.

Can you kindly be in touch w/me to clear this up ASAP ?!?!?

[Helen]

Hi, @Needtoknow! I’m sorry to hear you’re having trouble changing your bank account information; That sounds very frustrating. I’m here to help! 

So that I best know how to go about assisting you with this, could you please tell me more about which payment account information you are trying to update? Are you on the Plus plan, and it is your Billing method that it won’t recognize? Or are you referring to the bank account connected to your Shopify Payments account?

I’ll keep an eye out for your reply. But please note this isn’t a live channel, and so there will be delays in responses. However, if you would prefer immediate assistance, Support Advisors are available 24/7 through live chat here.

[Needtoknow]

"So that I best know how to go about assisting you with this, could you please tell me more about which payment account information you are trying to update? Are you on the Plus plan, and it is your Billing method that it won’t recognize? Or are you referring to the bank account connected to your Shopify Payments account?"

I believe I'm talking about the Shopify Payments account" ?

The page where it asks you to enter the OLD Acct# & Routing# and then enter the NEW Acct# & Routing # ??

If I need to change the info anywhere else on the site, I'm not aware in reference to the other processes you mentioned ?

As it is now,  2 attempts have been made to bill me for the monthly w/o success due to lack of funds since nobody ever

got back to me when I first attempted to rectify the situation !!

And ... i also need to speak with somebody about switching to a different template .. as to whether ALL the info / Gallery

structure .. stays in place when doing so ? I have to say .. it's most frustrating not being able to call you folks anymore much

less not having a chat option , which I'm not even crazy about 😞 

I'd be happy to email you the Banking info if you like. Just drop your address here so i can send it through secure means.

Thank you,

Kyle

[Needtoknow]

Also btw, the site doesn't allow me to log into my store ?!?

Yet I can access the back end of it ?? ... the Store is KO Landscapes ....

Thank you ..

[Helen]

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@Needtoknow wrote:

Also btw, the site doesn't allow me to log into my store ?!?

Yet I can access the back end of it ?? ... the Store is KO Landscapes ....

Thank you ..

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I'm not quite sure what you are referring to here, @Needtoknow. It sounds like you are able to login to your admin to change your billing information and update your theme, so is it your storefront you’re not able to see? 

What is your domain name? What do you see when you go to it? Please share a screenshot if you can.

Thanks!

[Helen · Accepted solution]

Hey, @Needtoknow. Thanks for getting back to me!

Your Shopify Payments bank account is the bank account that you receive your payouts into from the sales you make on your store, and is the one you are referencing in your comment above. Most often though, merchants use a credit card to pay for their monthly Shopify subscription. So, if there has been two attempts to bill you, this sounds to me like there is an issue with the credit card you have set as your billing method. 

If you are unaware of why your credit card is not able to process your Shopify invoice, please contact your bank. They’ll be able to tell you why and help you to fix it. 

To update your credit card information, please go to ‘Settings > Billing’ from your admin and click on Replace credit card in the Payment methods section. These steps are also found in the Help Doc for Managing your billing information. 

Please let me know if this helps. If not, I’m happy to proceed with authenticating your account so that I can look at it directly and more clearly understand the situation so that we can resolve this for you.

(FYI, I will create separate posts addressing your other concerns so the information is easier to keep track of. Keep an eye out for those.)

[Needtoknow]

Hi Helen,
The CC has actually been compromised so I have a New one coming to me that hasn''t arrived yet. A major pain for sure. Regardless i still NEED to change the bank info as i have moved to a New Bank ?!?

I went to where you directed which is where it is NOT recognising my New Bank !!
The New Info is below. For the moment I cannot charge it to a CC as It has not arrived 😞
[Screen Shot 2020-12-15 at 3.05.40 PM.png]

Thank you,

Kyle

[Helen]

Gotcha! Thanks for clarifying, @Needtoknow. I’ll need to take a closer look at this for you to determine how to get those details updated for you. Therefore, I’m sending you an email to authenticate your account. Please reply to the email when you get a chance, and we can get started!

[GR22]

Shopify has blocked my money and the ability to change my bank account, they charge me for a subscription, but they do not pay me. I am on the verge of bankruptcy, who can help me solve this problem and get my money back? 

It's been three weeks and no one can help me with this, is there anyone who knows how to solve this problem because Shopify doesn't want to solve it.

[Helen]

I understand how frustrating it is to not have phone support as accessible as it used to be, @Needtoknow. It hasn’t been eliminated all together though; It is on a volume-based callback system now. Therefore, if there is a Support Advisor available to call you back, you’ll see the option for phone support on the contact page. If it isn’t there, then it means that there aren’t any callback spots available, and you can either connect to a live chat, or check back at a later time.

Let's talk about changing your theme: When you add a new theme to your theme library, the theme will not contain all of the information and design that your current theme has. It will be blank and will need to be customized (ex. choose which sections you’d like to have on your homepage, select colors and fonts etc.). 

However, your store information, like your product images and descriptions, pages, blogs, collections, navigation menu etc. this does not need to be re-done. All of that is set up in your admin already, and you will just need to link to it, and choose how to display it in your new theme.

Does that make sense? Which theme are you wanting to change to?