Unable to update bank account information

[NMccain77]

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

[Ren]

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. 

[NMccain77]

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]

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. 

[bjn]

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

[mgcg]

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

[QBB1223]

I am having this same issue! However, I know my account info and I’ve entered them correctly!! Now the account is closed my payouts are going to!! How can I get this fixed?

[Ren]

Hello @QBB1223, 

This is Ren from the Shopify Support team. Thanks for reaching out and I'm sorry to hear about your struggles with this. I have reached out to you via secure email. Please respond as directed and I can continue to help you from there. 

[Emma123]

Hello!

I am having the same issue. 

I must have typed my account information incorrectly. I would like to correct it, but I have no way of knowing what error I initially made. I think I transposed a number, but am not sure.

Would you please help me to update my bank information? Thank you.

Linda

[Ren]

Hello @Emma123, 

Thanks for reaching out for a hand! I have sent you a secure email with further instructions. Please respond accordingly and I will be happy to continue to support you from there. 

[Simple001]

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. 

[Ren]

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! 

[karlita]

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]

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! 

[ArtbyAmieSab]

Hello, 

I'm having the same issue as the others above. Please contact me so I can update my bank account. artbyamiesab@gmail.com

[Ren]

Hello @ArtbyAmieSab, 

Thanks for reaching out for a hand! I have gone ahead and sent you a secure email with further instruction. Please respond to that email and we can go from there!

[KarismaticBrand]

Hi Ren,

I am having this exact issue, could you please help me? my store link is https://karismaticbrand.com/?_cd=87012778cd906265ce3e026972abaf947c3ca6450df0cd60450f3676603dd496&_u...

[Ren]

Hi @KarismaticBrand 

Thanks for reaching out for a hand. I have sent you a secure email with further instructions. Please respond accordingly and I can continue to support you from there!

[KarismaticBrand]

Thanks ren,

I replied to the email that was sent

[Ren]

Thank you! I have responded in kind and can continue to support you from there. 

[Meipr1882]

I need help to updated my bank account on the payout section. I tried to do it but is asking me for my old account number and is no longer accessible for me to verify and change to the new account in the payout section for Shopify Pay.  I already contact Paypal since it was with them (paypal cash debit card at that moment I had the option to use the bank account information to get direct deposit but I change from personal account to business one and I did not know that change will cancel my personal account now I don't have access neither them.  Please help need to resolve this ASAP

[Ren]

Hello @Meipr1882, 

Thanks for reaching out. I have gone ahead and sent you a secure email requesting some additional details. Please respond accordingly and I will be able to continue to support you from there. Thank you!

[Mjlopez]

Please email me herosinstyle@yahoo.com

I don't know what was entered incorrectly during my initial bank set-up, so I cannot verify old bank account information. 

We have yet to receive a payment.

thank you.

[Larricia]

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

[Ren]

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!

[Larricia]

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

[Ren]

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. 

[mgcg]

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!

[Ren]

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. 

[mgcg]

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 

[Marbojaz]

Hello,

I am also not able to change my banking information in Payouts.  I am getting an error message - Old account must match the information on file.  Please connect me with billing.  I used to be able to talk to support, what happened?

[Ren · 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!

[Aaron_davis2]

Hi, I have recently purchased a store and want to change the bank account details (sort code and account number) but am unable to add in my details as the previous owner is not responding to my emails about his bank details. Could you please help me resolve this issue as soon as possible? Regards,  Aaron

[SejaBop]

I too tried to change banking info and I HAVE the old information and THAT doesnt even work!

Please contact me and advise.

Seja

[NMccain77]

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

[Ren]

That's great news! Thanks for the update. 

[mgcg]

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