Shopify Payments Balance Disappeared After Switch

[lord-ecom]

Hi Shopify, we encountered a huge issue. We made a switch from our Shopify Payments CAD Account to a brand new Shopify Payments USD Account. Before we made the switch, our CAD SP Account had a balance of over $15,000 and over $9,000 in Reserves, totaling = Over $24,000 (Which were both unpaid).

When we made the Shopify Payments Account switch, both numbers completely disappeared (The balance over $15k & Reserves over $9k). We need help from a Shopify support agent to escalate this issue to the proper team and locate our balance that is owed to us.

We need to know when these payouts will be made to our account and when. We have only gotten information on our reserve payments. The 4 reps we spoke with have yet to mention 1 thing about the additional Balance over $15,000 that was left on the CAD Shopify Payments account. 

How can I check my CAD Shopify Payments account balance (We can only see our USD Shopify Payments Account Balance)? The CAD SP Account Balance just disappeared after we made the switch.

Any help with this issue would be great, thanks. 

[PageFly-Theodor]

Hi @lord-ecom ,
This is Theodore from PageFly - Shopify Page Builder App.
For solving the problem about the Shopify Payments Balance Disappeared After Switch, let’s try this solution:
Log into your Shopify account and go to Settings > Payments. Click to manage your Shopify Payments account. Under Balance and Transactions, view all transactions and filter by CAD currency to see your current balance and transaction history specific to your CAD Shopify Payments account. This will allow you to monitor your CAD balance as our team works to resolve your underlying issue.
I’ll be so happy if my suggestion can help to solve your problem. If you have any further questions, please feel free to tell me.
Best regards,
Theodore | PageFly

[Supergommo]

Hello,

I am having the same issue, moved from a Dutch Shopify payments account to a French one (both EUR) and all my balance disappeared.

Thank you in advance.

[Erin]

Hi, @Supergommo. For help with this it's best to reach out to our support team through the Help Center here. We can't see any of your payout or Shopify Payments information here over the Shopify Community, but if you contact us through the Help Center we would be happy to look into this with you in more detail.

[philipbida]

Did you solve this?

[lord-ecom]

We're not 100% sure if we ever got the money back. "Apparently" we did. But it's a big issue that Shopify needs to fix. I think they should calculate "Total Payouts" = "Balance" + "Reserved Funds". The financial dashboard is janky and I have a feeling money is being lost by us Shop owners

[advantcommerce]

Hi Lord-Ecom,

Was your issue ever resolved? What was the resolution?

I am facing the same issue right now. Where I made a switch from our Shopify Payments SGD account to a brand new Shopify Payments USD account. Same thing, we had a balance of about 6-7k in balance and 10k in reserves which were unpaid. 

The SGD balance on the dashboard completely disappeared. I've reached out to support but haven't got a reply since 28th May. 

It's such a stressful situation because a cashflow is held and I have no idea where my money is...

[lord-ecom]

We're not 100% sure if we ever got the money back. "Apparently" we did. But it's a big issue that Shopify needs to fix. I think they should calculate "Total Payouts" = "Balance" + "Reserved Funds". The financial dashboard is janky and I have a feeling money is being lost by us Shop owners.

It is a stressful situation, I'm sorry you're going through it like we did. I think we ended up getting the money back, but I'm not 100% sure. Our finances weren't lock-in at the time 🙏 Support was helpless at the time this situation happened to us

[philipbida]

Was this issue ever resolved? I´m currently in the same situation.. Switched payout bank and my whole balance and reserved funds are gone. It was around 30.000EURO... The support doesn´t even seem to understand my issue and keeps talking about a singular payout. Please tell me you got this resolved, money can´t just disappear like that.

[lord-ecom]

We're not 100% sure if we ever got the money back. "Apparently" we did. But it's a big issue that Shopify needs to fix. I think they should calculate "Total Payouts" = "Balance" + "Reserved Funds". The financial dashboard is janky and I have a feeling money is being lost by us Shop owners.

It is a stressful situation, I'm sorry you're going through it like we did. I think we ended up getting the money back, but I'm not 100% sure. Our finances weren't locked-in at the time. Support was helpless at the time we were going through this, seems like they haven't gotten better since

[philipbida]

Thank you for your reply, so how did you get your funds back? Since support was helpless, and how long did it take from the day you switched bank to where you got your money?