Unable to update bank account information

Solved
NMccain77
New Member
3 0 0

Hello,

I recently updated my bank accounts and the old account number is no longer accessible for me to verify and change to the new account in the payout section for Shopify Pay.  I don't see any other option to change the account information and need help for the payout section.

 

Thank You,

Natasha

Accepted Solution (1)

Accepted Solutions
Ren
Shopify Staff
Shopify Staff
762 53 122

This is an accepted solution.

Hi there, 

This is Ren from the Shopify Support team, thanks for your post. 

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!

 

Ren | Social Care @ Shopify 
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Replies 36 (36)
Ren
Shopify Staff
Shopify Staff
762 53 122

Hello @NMccain77

This is Ren from the Shopify support team, thank for reaching out. 

As long as you have exhausted the list noted at the beginning of the thread (I will include it below), then we can certainly proceed via email. It's always recommended to make sure you definitely cannot access the old bank number since this would be the fastest way of getting yourself set up with a new account. 

 

  • Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
  • Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
  • Contacting a bank representative: You could also contact your bank directly to request the old banking details.
  • Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)

Let me know and I will reach out to you via secure email to move forward should the above steps not result in finding a valid bank account number to work with. 

Ren | Social Care @ Shopify 
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NMccain77
New Member
3 0 0
Hello,

I don’t have any checks from that account as I never ordered any. I looked
back on the app that I use to find the old account, but it had already been
replaced with my new account number. I have exhausted all ways to get the
account number including calling for support, but they changed the account
from personal to business and are unable to pull the information for me as
well.
--
Thank you,

Natasha McCain/Owner
Loaves of Love by Decadent Life
Hampton, Virginia
Ren
Shopify Staff
Shopify Staff
762 53 122

Thanks for your response, Natasha! 

I have gone ahead with a secure email to you. Please follow the directions in your reply and we can proceed from there. 

 

Ren | Social Care @ Shopify 
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bjn
New Member
2 0 0

This happened to me as well, please help me enter my correct bank account details.

Larricia
Tourist
3 0 1

Hello,

I am having the same issue. I am unable to change my banking information. Please let me know if there is a way to resolve this issue. 

Thanks,

larricia

NMccain77
New Member
3 0 0

Thank you for the help from Shopify support.  I have been able to update my account after exhausting all other options.

Ren
Shopify Staff
Shopify Staff
762 53 122

That's great news! Thanks for the update. 

Ren | Social Care @ Shopify 
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Ren
Shopify Staff
Shopify Staff
762 53 122

Hello @Larricia and @bjn

Can you please confirm whether you've exhausted the following list, and if so then we can certainly proceed via email. It's always recommended to make sure you definitely cannot access the old bank number since this would be the fastest way of getting yourself set up with a new account. 

 

  • Look for a Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
  • Access Online Banking: Check to see if you still have access to the bank account login. You could log in to online banking (if available) and should be able to locate the banking details there.
  • Contacting a bank representative: You could also contact your bank directly to request the old banking details.
  • Search for a paper statement from bank: See if you have an old paper statement in your files from your bank to find these details (if available)

Thank you!

Ren | 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

mgcg
Tourist
4 0 1

I am having the same issue as well! Can you please help me out? I have already exhausted all the other options!

Larricia
Tourist
3 0 1

Hi @Ren 

I have exhausted these options. When i entered my bank account information I believe I am only one digit off, since the system does not show me  what I have entered in I do not know which number I entered incorrectly. I do not have a new account this is the same account I just entered in a digit incorrectly.

Thanks,

Larricia

mgcg
Tourist
4 0 1

Hi @Ren 

I am currently facing the same issues with my account, and I have already exhausted all other options! Since the system does not show me what is correct or incorrect, I do not know if my routing or my account number is wrong (or even both)! It would be greatly appreciated if you could help!

 

Thank you!

 

Simple001
New Member
3 0 0

I am unable to update my new bank account information. I have used a voided check to confirm I have the original banking info. I still receive payouts to this bank account as well. Please help. I am not able to reach someone on chat to walk me through this and I don't utilize Twitter. 

mgcg
Tourist
4 0 1

Hi @Ren 

I am having the same issue. I am unable to change my banking information. Please let me know if there is a way to resolve this issue. I have also already exhausted every option! It is not telling me or showing me what is wrong, therefore I do not know how to fix it.

Thanks,

Marissa

CEO 

mgcg
Tourist
4 0 1

Hi @Ren 

I am having the same issue. I am unable to change my banking information. Please let me know if there is a way to resolve this issue. I have also already exhausted every option! It is not telling me or showing me what is wrong, therefore I do not know how to fix it. Can you please help me?

Thanks,

Marissa

CEO 

Ren
Shopify Staff
Shopify Staff
762 53 122

Hi @Larricia

Thanks for the additional details. I have reached out to you via secure email to gather some more information and proceed with an escalation to our Accounts team. Please be sure to follow the directions in the email and we can take it from there. 

 

Ren | Social Care @ Shopify 
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Ren
Shopify Staff
Shopify Staff
762 53 122

Hello @mgcg

Thanks for the follow up! I have gone ahead and sent you a secure email with directions. Please be sure to follow those and we can proceed from there with an escalation to our Accounts team. 

Ren | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Ren
Shopify Staff
Shopify Staff
762 53 122

Hello @Simple001

Thanks for following up. It's strange that it won't accept the old bank account details based on your void cheque. Nonetheless, I can help you out here. Please keep an eye out for a secure email that I've sent with some directions to gather more information. We can proceed from there! 

Ren | Social Care @ Shopify 
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karlita
New Member
1 0 1

I have also been having trouble updating my banking information. I entered my old bank info and then new info but it says it doesn't match up. Can you please help me with this? Thank you.

Ren
Shopify Staff
Shopify Staff
762 53 122

Hi @karlita

Thanks for getting in touch about this. I have reached out via secure email. Please follow the directions and reply when you have a chance - we can proceed from there! 

Ren | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog