Banking info incorrect/ payouts paused

Technical Q&A
1

I need help urgently and 4 support chats and ‘escalating to a special team’ is doing nothing to resolve this and the indefinite wait is maddening beyond words at this point. I entered the wrong bank account number and it will NOT let me just fix it myself despite all of the suggested steps. My payouts are paused, I’m sure because of this, since it keeps emailing me to enter a valid bank account. I’ve made $2000 in sales which I have NO access to to keep my new business afloat. I am at a complete loss, we are talking fish out of water here, waiting and wondering how long or even if this will get resolved. For the love of God, can someone, anyone help me fix this???

2

I can imagine how stressful this feels—especially with payouts on hold while you’re running your business.
Unfortunately, once a payout account has been entered, Shopify requires a manual review for security reasons, so it isn’t something we can change from the storefront side.

Here are a few things that usually help move the process forward:

  1. Double-check that your new bank account details are ready (correct account number, routing/IBAN, full legal name exactly as it appears on the account).

  2. Gather your business verification documents (ID or business license plus a recent bank statement that shows the same name and account number).

  3. Go to Settings › Payments › Payout account and click Update account – even if it errors out, it logs a new attempt in your support ticket.

  4. Reply to the most recent support email in the same thread attaching the documents above, so the “specialist team” has everything they need without going back-and-forth.

  5. If you don’t hear back within 48 hours, you can politely follow up on that same email chain—re-opening live chat often creates duplicate tickets which can slow things down.

Most merchants I’ve seen in this situation were able to get the payout account updated as soon as the review team had the correct paperwork on file.

Could you let us know which payment provider you’re using (for example, Shopify Payments or a third-party gateway)?
That detail helps narrow down the exact next step.

3

Hi there, so I’m using Shopify payments with my business account.

4

Can you share your store’s URL link

5

Hi, yes it’s reverieboxcandleco.com