Bank Account Number access - to make changes

Payments + Shipping & Fulfilment

Topic summary

A merchant is unable to update bank details for Shopify Payments due to confusion over tokenized account numbers.

PNC Bank uses Plaid integration, which displays tokenized account numbers (ending in ----) instead of actual account numbers—this is a display feature, not an error. Despite confirmation that the PNC account is connected via Plaid, the merchant cannot verify or access the tokenized number needed for account management.

Key obstacles:

  • Shopify doesn’t recognize the actual bank account number
  • Unable to locate the tokenized account number
  • No support available from Shopify, PNC Bank, or Plaid (no contact number for Plaid)

Status: Unresolved. The merchant expresses frustration with lack of support across all three platforms involved in the payment processing chain.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hi there,

We’ve been informed that you’re experiencing difficulties updating the bank details associated with the Shopify Payments gateway for your store, -------------myshopify.com.

It looks like you’ve recently linked your PNC bank account using Plaid. Just a heads up, the account number ending in ---- is simply a display issue. PNC provides tokenized bank account numbers through Plaid, which is why you see ----- instead of your actual account number. Rest assured, if you’ve received confirmation that your PNC account is connected via Plaid, your payouts will be successfully deposited into your bank account.

Shopify Account Security

I cannot access as Shopify does not recognize my actual bank account number and I don’t know how or where to find this tokenized account number ending in ----. Shopify won’t help me and PNC Bank can’t help me and PLAID is unable to be reached as no contact phone number either.

Very poor service from Shopify to this issues!!