Why do my Shop Pay Installments keep failing?

[maeworldwide]

 For some reason my Shop Pay Installment payments keep failing. They deposit the money into my bank account and moments later they withdraw the money. It’s frustrating and I just need help.

[joehustle]

When the payment fails, do you see any specific error message? Knowing the exact error will help pinpoint the cause.

[maeworldwide]

Hi Joehustle... Yes the error states incorrect bank information, but this does not make any sense. Here is why.

I've only ever used ONE bank with Shopify. All my other payouts have been successful with this bank account, coming directly from Shopify. But any payouts titled "Shop Pay Installments" have failed due to incorrect bank info, but I've never used any other information. 

So then I tried to maybe change the bank information after following the instructions of the error then it told me my "old bank information" did not match the information on file, but again I have never used any other information. 

[Blair]

Hi @maeworldwide,

Thank you or reaching out to the Community! I'm happy to provide some assistance with your Shop Pay Installments, to ensure this gets resolved. To confirm I'm fully understanding, are you seeing a reason for the payout failure listed within the Payouts section of the Shopify admin?

If not, I'd encourage you to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to review your payouts and ensure this gets resolved as quickly as possible. 

To connect with us, you can:

• Head over to our Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the available support options.

Please let me know if you have any other questions or concerns. 

[maeworldwide]

Hi Blair... Yes the error states incorrect bank information, but this does not make any sense. Here is why.

I've only ever used ONE bank with Shopify. All my other payouts have been successful with this bank account, coming directly from Shopify. But any payouts titled "Shop Pay Installments" have failed due to incorrect bank info, but I've never used any other information. 

So then I tried to maybe change the bank information after following the instructions of the error then it told me my "old bank information" did not match the information on file, but again I have never used any other information. 

[Blair]

Hi @maeworldwide,

Thanks for the prompt response and attempting those changes.

As you're still receiving an error however, you will need to  connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community. They will be able to review your Shop Pay details to ensure this gets resolved as quickly as possible. 

To connect with us, you can:

• Head over to our Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the available support options.

Please let me know if you have any other questions or concerns. 

[maeworldwide]

I’ve reached out multiple times. They said they were escalating the issue
to another department and someone would email me in 24 hours.

It’s going on 2 days and I have no response.