Why did my January payout fail and how can I fix it?

[HRhoads]

I had a failed payout in January. I have never had one in two years and I’ve gotten payouts since. My bank info has not changed. I’ve attempted a second attempt and apparently that failed too. Contacted the agent that started the ticket last week and he still has not responded. Anyone else have issues or recommendations. 

[Mac]

Hi, @HRhoads!

Thanks for reaching out in our Community forums and sharing your concern. I’m happy to help out.

I understand that you are experiencing issues with a specific payout. A payout typically fails due to an issue with the bank account that you have on file. Since you have been receiving other payouts, the issue will need to be looked into further. While this process can take some time, are you able to share a ticket number so that I can ensure it is in the correct place? Please keep in mind that I won't be able to provide account specific information regarding this as well. 

We’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to check on the status of the ticket. 

Feel free to let me know if you have more questions!

[SwearyKim]

I am having the exact same issue, and my bank is also stating it is not an issue on their end.  I have had a ticket open with Shopify for over a week and still cannot get a response.  I have now had to get my attorney involved because Shopify is holding business funds without any explanation or help.

[Mac]

Hi, @SwearyKim!

Thanks for joining this thread.

I understand that you are experiencing a similar issue with your payout and that you already reached out to your bank to clear up any potential issues. You also mentioned that you also reached out to our support team but have not heard back yet. While I cannot authenticate you for the store over the Community forums due to the sensitive information that needs to be shared, I am unable to look into the specifics of this case. However, are you able to share your ticket number so that I can ensure that it's in the right place? 

Thanks again! 

[aan223]

Was anyone able to get this issue resolved for themselves? I don't know how I've gone three weeks without payouts being able to go through. This is absolutely impossible.

[Mac]

Hi, @aan223!

Thank you for joining this thread.

You mentioned that you have been dealing with a failed payout for more than three weeks. I can see how this is less than ideal for your business. Typically, a failed payout is resolved by updating bank information or by reaching out to your bank. In order for us to assist you better, please flag this instance with our team through the Help Center so that we can take a closer look. To do this, you can ask the Virtual Shopify Assistant to contact support. From there, it'll guide you with your next steps on how to connect with a team member.

Let me know how it goes!