Payout failed

Hannah1023
New Member
6 0 0

I opened my new store this week. I received an email that my payout failed due to invalid bank account information. My bank information is correct. I tried to add a new bank account and it not letting me. It directing me to contact support. I need assistance . I feel discouraged and need this money to pay for my

monthly website fee. Please help

Replies 13 (13)
Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 196 461

Hey there, @Hannah1023 

 

Bo here from Shopify Support! 

 

If your payout has failed it is usually due to the account not meeting the requirements of Shopify Payments or that the details entered were incorrect due to a typo. Your bank account needs to meet the following:

  • The account is a full checking account, or a current account in the UK and Ireland.
  • The account uses the payout currency of your region.
  • The account can accept electronic bank transfers.

Note: Savings accounts, flex-currency accounts, virtual accounts, and money-transferring services that mimic bank accounts are not supported by Shopify Payments.

 

Each region also has local requirements that the bank account must adhere to:

  • Australia - The bank account must be with a physical bank in Australia, in AUD currency, and eligible for BECS transfers.
  • Austria - The bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Canada - If your payout currency is CAD, then the bank account must be with a physical bank in Canada, in CAD currency, and eligible for ACH transfers.
    If your payout currency is USD, then the bank account must be with a physical bank in Canada or the US, in USD currency, and eligible for ACH transfers.
  • Denmark - If your payout currency is EUR, then the bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE. If your payout currency is DKK, then the bank account must be in DKK currency, be eligible for SEPA transfers, and have an IBAN that starts with DK.
  • Germany - The bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Hong Kong SAR - The bank account must be with a physical bank in Hong Kong SAR and in HKD currency.
  • Ireland - The bank account must be with a physical bank in Ireland, in EUR currency, and eligible for FPS transfers.
  • Italy - The bank account must be a business bank account in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Japan - The bank account must be with a physical bank in Japan, a Futsu account, and in JPY currency.
  • The Netherlands - The bank account must be a business bank account in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Belgium - The bank account must be a standard checking bank account in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE. Other types of bank accounts, and accounts with virtual providers are supported, but might result in increased payout failures.
  • New Zealand - The bank account must be with a physical bank in New Zealand, in NZD currency, and eligible for BECS transfers.
  • Singapore - The bank account must be with a physical bank in Singapore, and in SGD currency.
  • Spain - The bank account must be in EUR currency, be eligible for SEPA transfers and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE.
  • Sweden - If your payout currency is EUR, then the bank account must be in EUR currency, be eligible for SEPA transfers, and have an IBAN that starts with the following letters: AT, BE, CH, DE, DK, EE, ES, FI, FR, GB, GI, IE, IT, LU, NL, NO, PT, or SE. If your payout currency is SEK, then the bank account must be in SEK currency, be eligible for SEPA transfers, and have an IBAN that starts with SE.
  • United Kingdom - The bank account must be with a physical bank in the United Kingdom, in GBP currency, and eligible for FPS transfers.
  • United States - The bank account must be with a physical bank in the United States, in USD currency, and eligible for ACH transfers.

Most checking accounts can accept the electronic bank transfer types listed above. Checking accounts that are set up to accept only wire transfers don't work with Shopify Payments. To confirm that your account can accept the transfer type listed for your region, contact your bank.

 

As you want to change the bank account associated with your Shopify Payments but the system will not allow you to do so, I will be reaching out to you directly to authenticate you as the owner of the account and escalate this to our Account Integrity team to make this change possible. These escalations generally take 2-3 days. 

 

Speak Soon,

Bo

Bo | Retired Staff Member

Hannah1023
New Member
6 0 0

I’m trying to change my bank account information constantly and it’s saying this, 

To change your bank account, make the following changes:
• Old account must match the information we have on file. Contact support if you need further help.
my account matches the old account and I e been trying to cots t support it 

I called my bank and they told me it not on there end. I need this fix. I opened my shop and did not expect this to happen. I tried changing the information and it’s not working. I don’t want to close my website, I just opened it. It has been 3 days already 
Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 196 461

Hey there, Hannah! 

 

I think you may have missed the last part of my message, which is fair as it was a very long message. I have reached out to you via email so that I can authenticate you as the owner of the account so that I can escalate this to our Account Integrity team - they will be able to resolve this. I do need, however, for you to email me back. The email was sent on Wednesday and it titled "Shopify Support | Payout failed". Please email back directly so that we can proceed.

 

All the Best,

Bo 

Bo | Retired Staff Member

Hannah1023
New Member
6 0 0

I received assistance. Next

week I’ll get my payout. Shopify helped me changed my info. I made a mistake with a number in the card. Thank you Bo so much 

Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 196 461

My absolute pleasure, Hannah! 

 

Bo 

Bo | Retired Staff Member

Moxiebymarii
New Member
3 0 0

Is it possible to receive some support with this as well. I have one payout that went through and the rest have been failing for me. Support was not helpful. I called my bank and they don’t even have any record of any of the other payout attempts. It have hundreds sitting there that I would be really frustrated to lose. 

Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 196 461

Hey there, @Moxiebymarii 

 

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

 

Bo

Bo | Retired Staff Member

thewater8oy
New Member
1 0 0

I have received this message and would like to know how to fix it. 

Your payout couldn’t be deposited because your bank was unable to process it. In most cases, you need to contact your bank to resolve this issue and then retry your payout.
Your payouts will be on hold until you resolve this issue.

 

I have contacted our bank and they have confirmed there are no issues on their end. We are receiving funds from other sources.

We have been receiving payouts regularly and have not changed any details so I have no idea why it would fail. 

Please help urgently.

 

Bo
Shopify Staff (Retired)
Shopify Staff (Retired)
1793 196 461

Hey, @thewater8oy 

 

As this is an account-specific issue, we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

 

All the Best,

Bo

Bo | Retired Staff Member

Iamkaorijade
New Member
3 0 0

Hello! My name is Kaori and I am too having this error message. I have put down the correct account and routing number but it is continuously telling me I am putting it in wrong or that the numbers aren't matching and I know for a fact they are. I would like to pay my monthly bill with my earnings and I cannot do so because of the failed payout. I have contacted my bank and they said there is no problem with my account. How did it accept my account and routing number if it was put in "incorrectly." I need this issue resolved so I can continue to grow my site. Can someone please assist me? 

Sophia
Shopify Staff
Shopify Staff
1308 89 153

Hello, Kaori.

Sophia here from Shopify. Welcome to the Shopify Community!

I understand how important it is to resolve this failed payout as soon as possible so that we can get your payouts sent to the correct bank account. It's likely that there was just a typo made, preventing you from adjusting the bank account information on file. Our team can help you fix that.

Since this is an account-specific matter, please get in touch with Shopify Support via live chat, email, or callback in the Shopify Help Center. This will allow us to authenticate the account and help you update the bank account information securely. Thank you!

Sophia | Social Care @ Shopify 
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Iamkaorijade
New Member
3 0 0

Hello, I've been in contact with Shopify Support and they notified me on July 5th with an email stating that are working through a high number of requests. I was informed that it would take 24-48 hours and I first reached out on Friday the 2nd. I have seen this process go a whole lot faster for others and I really need my payout so I can pay my monthly bill. Is there a way I can know how much longer it would take?

Sophia
Shopify Staff
Shopify Staff
1308 89 153

@Iamkaorijade wrote:

Hello, I've been in contact with Shopify Support and they notified me on July 5th with an email stating that are working through a high number of requests. I was informed that it would take 24-48 hours and I first reached out on Friday the 2nd. I have seen this process go a whole lot faster for others and I really need my payout so I can pay my monthly bill. Is there a way I can know how much longer it would take?


My apologies for any miscommunication, Kaori. While it is possible to receive a response via email within the 24-48 hour period, it may take longer than that. We cannot guarantee a response time due to the high number of requests being processed. Please rest assured knowing that your ticket is in the right hands and that you'll receive a response as soon as the team has had the chance to review your request. I appreciate your patience and understanding.

Sophia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog