Issues updating my bank information

[BiancaJMS]

I’m having some trouble trying to update my bank information, I’ve had this escalated 3 times and not a single person has reach out.

Despite the information being 100% correct (even copy and pasted the numbers directly), Shopify keeps prompting an error message saying the old account details do not match.

I’m now at a place where I will receive payouts to a bank that will soon be closed & cannot access my capital funding so I can order inventory.
This seems like far too much stress for something as simple as changing my account.

Does anyone have a clue on what I should do?

[Greta]

Hi, @BiancaJMS.

Thank you for your post, I'm happy to share some context with you. 

When changing the payout bank account for Shopify Payments, we require you to input your old account information. This ensures that even if a bad actor were to somehow access your Shopify account, they wouldn't be able to divert your funds. I understand that it can be an annoying step, especially if there's an issue like you're experiencing, but it's imperative for the security of your account and funds.

To resolve this issue, you will need to get in contact with our live support team and have your ticket escalated to the accounts team. You mentioned you've had the issue escalated multiple times, did you ever receive an email from our escalated team? How long has it been since your ticket was escalated? Responses from specialized teams aren't immediate, but we try to get back to you as soon as possible. Additionally, our team can temporarily pause your payouts so that way they don't end up in a bank account you can't access. 

Please let me know if you have any other questions! 

[BiancaJMS]

Hello

I haven’t heard from anyone since the escalation, I’m currently still unable to change my account.

All the information is correct so it’s im lost on what I should do.

[Greta]

Hi, @BiancaJMS.

Thank you for getting back to me! How long has it been since your ticket was escalated? It does take a few business days to hear back. As mentioned earlier, if you need to have your payouts put on hold temporarily, we can definitely do that. 

I know it is frustrating to wait, but rest assured our team will get back to you as soon as possible!

[BiancaJMS]

Hello!

I initially contacted them about this on Wednesday. The representatives said they would escalate it, but I have yet to hear back from anyone in account integrity.

I currently have to keep paying a fee to wire my Shopify earnings from my old account to my new one until this matter is resolved, which is an inconvenience for something that was not my fault.

if I’m honest this seems like an awful lot for something as simple as changing my bank account information. I would understand the delay if my case was rare, but browsing through these forums, I have seen many posts from Shopify users experiencing the same issue. So I would think Shopify would have fixed this glitch by now.

[BiancaJMS]

Hello Greta, thank you for getting back to me.

I initially contacted them about this on Wednesday. The representatives said they would escalate it, but I have yet to hear back from anyone in account integrity.

I currently have to keep paying a fee to wire my Shopify earnings (& soon capital funding) from my old account to my new one until this matter is resolved, which is an inconvenience for something that was not my fault.

if I’m honest this seems like an awful lot for something as simple as changing my bank account information. I would understand the delay if my case was rare, but browsing through these forums, I have seen many posts from Shopify users experiencing the same issue. So I would think Shopify would have fixed this glitch by now.

Ill continue to keep an eye out for an email 

[Greta]

Thank you for sharing that context with me, @BiancaJMS. I certainly understand how pressing the issue is. The account team's response times are slightly longer than normal due to the queue size, but rest assured you'll hear back as soon as possible. 

Thank you again for working with me on this!

[Disc72]

I have also reported an issue being unable to update bank information.  The case was escalated 6 days ago and I have followed up 3 times.  There has been zero response from the team.  Shopify is keeping all of our money and refusing to let us change bank information.

[Sleard]

I am having the same exact issue, did you get it resolved? 

[Sleard]

Hello! I am having the same exact issue with shopify. Over $1500 unpaid and have been dealing with this for 6 months. Were you able to get it resolved?