Your payout couldn’t be deposited because the bank account details you entered were incorrect.

[jwxf]

Unfortunately, the system lacks specific information indicating which detail is incorrect. The only available action is to 'Update bank account details'. Regardless of the old bank information I input, it invariably returns a 'not match' error, leaving me at an impasse. The helpdesk's involvement has been minimal; they escalated the issue, but the escalated ticket has remained open without a response for weeks.

[Ollie]

Hey @jwxf.

Thanks for reaching out. 

I appreciate the context that you have shared with us as that is very helpful! If you have been in contact with our live support to change or update the banking information and have been informed of an escalation. You will need to allow the corresponding team to review the escalation and reach out to you accordingly. Since I am unable to verify you as the store owner over the Community forums due to the sensitive information that needs to be shared - I am unable to view the specifics.

With that being said, I can certainly see that not receiving a response from our live support for weeks is not an ideal situation. I would recommend reaching out to our live support by navigating to the Help Center and providing the ticket number to the Support Advisor. 

Let me know if you have any questions. 

[gauravsood]

Hi Ollie, we've been stuck in the same situation - we got a notification from Shopify stating that "Your payout couldn’t be deposited because your bank was unable to process the transfer we sent them. Alternatively, you can update your bank account details to another checking account. Your payouts will be on hold until you resolve this issue."

We've reached out to our banking partner (Revolut) who have confirmed that there's nothing wrong with our account and that there's no record of any transaction that they were "unable to process". 

I've been in touch with Live Support everyday for the last week, but we keep being told that "it's been escalated", "it's been marked as urgent" but are given no actual visibility as to what's caused this (someone tells us banking issue, other one says the account is being reviewed - there seems to be no consistent reason. As you can imagine, this is incredibly stressful - I get that we are small business owners, but this is crippling to not hear back for weeks and be left absolutely helpless with no avenue for redressal. 

Is there anything you can suggest we do?

[twotheluna]

This this ever get resolved I’m in a similar boat and it’s been two weeks since I was supposed to receive my payout 😞

[gauravsood]

Hey Twotheluna! Yes, our issue got resolved, but it took about 6-8 weeks end to end! It was very stressful, so I'm sorry you're going through the same. 

[twotheluna]

Oh my god, I'm so happy it was resolved for you but thats a horrible turnaround, I'm so worried 😞 

[247yellowNU]

We have waited 12 weeks and still hoping to get this resolved.  

[MrHonest]

What ended up being the root cause as to why this happened? im in the same boat and need help. Customer service has been giving me the run around for a few weeks now

[247yellowNU]

Hello,  we are going through a similar issue.   We have had this issue since March 2024 and still do not have it resolve.  We already started documented all communication and it is wild it is the same issue we all are facing...  they continue to hold your funds (you better make your bill payments to them on time),  make money on interest, while your small business is being compromised. 

[247yellowNU]

This is an ongoing issue with several Shopify businesses.   This is our exact problem but our situation is now compromising our business too.   We have followed all the same steps and we continue to be told,   we have escalated the issue and to wait.  

[twotheluna]

That is absolutely horrible. It seems I finally able to ge through after two weeks. I followed up everyday, tagged them in posts across all my social media, I think Twitter was ultimately what did it. I tagged Shopify and in a few hours I got through to the account security team, the removed the restriction and I was able to enter my correct bank info, they also lifted the holds on my payouts and now I’m waiting for them actually come through now after the update. Might be another week. 

[Quinlin]

Hi, I’m currently dealing with the same issue and it’s been about 3 weeks. Constantly talking to live chat and getting nowhere Could I see the tweet you made that got their attention? 

[growthsheriff]

How many weeks on average has your issue been going on and which accounts have you tagged?

[growthsheriff]

Hello,

Has your problem been solved? If so, when and how? I have the same problem, what is your suggestion?

[KeithRAlexander]

Has anyone had any luck with this problem? I've been experiencing the same problem and no help from the staff at all. Been going back and forth for weeks now

[growthsheriff]

How many weeks has it been? It's been 19 days for me.