I need help asap please with payout bank update

Selin_Telli
Visitor
2 0 0

I recently tried to link a new bank account for my shopify payouts. Shopify seems to have a glitch during this process. Now it's asking me to enter old bank info to change to new bank. But when i enter the correct credentials, it is saying it doesn't match. It might be a mistype on the old account on my end but I can't get an answer from shopify chat. They said they'll escalate to another team, and I didn't get an email from them either. My payouts are all on hold, and this is so stressful running a business on a platform that seems not to be supported anymore. What happened to the shopify help team when I first started using this platform? I don't know how to fix this problem. P

Replies 12 (12)

Elias
Shopify Staff
2889 285 499

Hey, @Selin_Telli.

 

Thank you for reaching out and bringing this to our attention.

 

I can confirm that you do need to enter the old banking information in order to make changes to the bank account on file. However, since you've mentioned that your payouts are on-hold and the credentials you're entering are incorrect, then it's possible that there was a typo when you initially set up Shopify Payments. If you're unable to enter the correct credentials, then updating the banking details will need to be escalated and handled by one of our specialized teams. While our teams handle the tickets in the order they are received, these types of requests will also need to be handled carefully for security and privacy reasons. As such, it can take some time for our teams to get back to you. Nevertheless, once our team has had the chance to review your request, you can rest assured that they will follow-up with you directly via email. 

 

I noticed that you're a new member of our Shopify Community. Once you've resolved the issue with updating the bank account, I'd love to hear more about your business and share some resources to help you get started.

 

Elias | 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

Selin_Telli
Visitor
2 0 0
Thank you for your email. Although this issue may need some additional
steps for security reasons, since it's the lifeline of a business, getting
paid!!!! it should not take so long to reach out to me for a solution. So
far no one made an attempt to reach me. That is not acceptable for a
platform like shopify. When i first committed to shopify, it had live help,
chat and all the support teams were on top of their stuff. Recently I
reached out to help for many other reasons (including how to find where to
change my home page banner!!!) this should be a piece of cake request for
any support agent to help. Unfortunately, each time, i had to figure it
out.

I am not asking for help for updating my imagery or theme. This is me
getting paid, and my payoffs to go to my bank. So it seems very
disappointing that I have to sit and wait, yet, i am charged to pay for
shopify and all the fees, while shopify is making no attempt to help me get
paid for what i sold in my store.

Why is no one still reaching out? How long do i have to wait for some
instructions, for some questions or any attempt to show me someone is on it?

Best,


RainbowMermaid
Tourist
10 0 1

Hi!  Did you ever get this fixed?  I'm having this issue now.  There is no way I had a typo because I had copied and pasted the account info in from Shopify Balance.  They keep "escalating" the tickets but it's been almost a week of nothing from them.  I open a new chat everyday with no help. I'm stressed out, frustrated and losing confidence with Shopify.

 

Victor
Shopify Staff
2503 227 530

Hi @RainbowMermaid,

 

Changes to bank account information we have on file does need to be processed by our payments team, hence why these escalations will have happened. It can take a few days so you should hear back soon; our team will update you over email as soon as they have more information.

Victor | 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

RainbowMermaid
Tourist
10 0 1
Hi! It’s been a few days with no change.
RainbowMermaid
Tourist
10 0 1

Hi!  It's been almost a week already.  I just can't understand why something as simple as changing a bank account has turned into this.

 

Victor
Shopify Staff
2503 227 530

Hi @RainbowMermaid,

 

Have you been asked yet to provide any documentation to verify the bank account information?

Victor | 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

RainbowMermaid
Tourist
10 0 1
No I have not!
Victor
Shopify Staff
2503 227 530

Hi @RainbowMermaid,

 

Can you share your ticket number with me please, if you have one?

Victor | 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

RainbowMermaid
Tourist
10 0 1
Yes! This is my latest ticket number. Thank you

46036013
Victor
Shopify Staff
2503 227 530

Hi @RainbowMermaid,

 

Great, thank you. Your ticket is with the right team and in their queue; they will be back in touch over email as soon as they have an update to share. I appreciate that the wait is frustrating but you'll be notified as soon as there is more information from our end.

Victor | 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

RainbowMermaid
Tourist
10 0 1
Thank you so much!