Can I change my payout bank account without old account details?

Payments + Shipping & Fulfilment

Topic summary

Merchant needs to switch the Shopify Payments payout bank account but no longer has the old bank’s routing/account numbers. A support ticket was escalated via chat, but there’s been no email update after 4 days, impacting their ability to start ads.

Staff guidance:

  • Only Shopify Support (via the provided link) can process payout bank changes since they have store-specific access.
  • Do not send additional emails in the existing ticket thread; this moves the ticket to the back of the queue. Tickets are handled first-come, first-served.

Current status:

  • No resolution yet; the account change has not been completed.
  • Merchant advised to wait for the support team’s response; no specific timeline provided.

Key open point:

  • Whether the bank change can be completed without the old account details remains unanswered in the thread; outcome depends on Support’s verification process.
Summarized with AI on January 25. AI used: gpt-5.
2

Hi, @Theelitone .

Thank you for reaching out!

You can reach out to our Support Team, who can help you switch your bank account. They have access to your store-specific information.

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell?

Talk soon,