I need help asap please with payout bank update

[Selin_Telli]

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

[Elias]

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.

[Selin_Telli]

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]

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]

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.

[RainbowMermaid]

Hi! It’s been a few days with no change.

[RainbowMermaid]

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]

Hi @RainbowMermaid,

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

[RainbowMermaid]

No I have not!

[Victor]

Hi @RainbowMermaid,

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

[RainbowMermaid]

Yes! This is my latest ticket number. Thank you

46036013

[Victor]

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.

[RainbowMermaid]

Thank you so much!

[Davisshefmire]

Did you ever get this fixed ? And if so how long did it take ? I have the exact same issue and it’s been 4 days with nothing resolved and my website goes live tomorrow. I’ve been on live chats with support team every day and they all basically just keep telling me to sit and wait and whenever I ask for an eta they just tell me “we’re working on it and it’ll get done as soon as possible” and I just have no idea what to expect

[RainbowMermaid]

Hi! I’m so sorry you’re going through this! It was a little more than a week. And posting here was what got it moving for me, otherwise they would have continued to “escalate” the ticket with no answers. 

[Davisshefmire]

Okay thank you for the response, hopefully me posting on here will help expedite my issue as well. If any support team member sees this my ticket number is #49487435

[RainbowMermaid]

Fingers crossed!! 

[Davisshefmire]

Did the ask you to provide pictures of you ID in the follow up email? and if so how long did it take for them after that to finally remove the bank acct on file? I took your advice and finally posted something of my own on here and coincidentally got an email the same day asking for pictures of my ID so they can go ahead and do whatever they need to do

[RainbowMermaid]

It’s insane that it’s the only way to get help! Once I provided my id I feel like it was only a day or two that it was fixed. 

[Davisshefmire]

they finally reached back out to me today asking me to provide pictures of my ID. I'm just not sure if its going to take another whole 2 weeks for them to approve that and as I mentioned in the other post I need this money to be able to reinvest back into my business so I can continue to grow it