My old bank (NorthOne, now closed) is attached to Shopify Payments. The dashboard won’t let me remove it to add my new Mercury account. Chat support confirmed only the payments/security team can detach it from the backend — but that team has not contacted me despite being told they would over a week ago.
Past 30 days: 19 customers reached checkout, 0 completed a purchase. I am due with our baby end of June — this store is my income.
All I need is for someone to manually detach the NorthOne account on the backend so I can attach Mercury and complete verification. Case #67695960. Please help.
Honest part first: this forum can’t detach the bank account, it’s merchants and partners with no backend access, so posting the case number here won’t reach the Payments team. But things to act on right now:
Double check Settings, Payments, Shopify Payments, Manage for a “change bank account” option rather than only a remove button, since you may be able to swap straight to Mercury without anyone needing to detach anything.
On the stalled team, what actually wakes up a backend request like this is to keep replying inside your existing case instead of opening new tickets (new ones reset your place in the queue), and to find someone on the Shopify Payments team on LinkedIn and send a short factual message with that case number, since a named person tends to move things when chat support can’t.
Either way, get a backup payment method live today so the store isn’t dead while you wait on the fix.
Hope that helps! If it did, a Like and Marking it as Solution goes a long way and helps others find the fix faster too.
I completely understand your frustration this is a stressful situation, especially with your store being your income and a baby on the way. You’re right to be concerned.
Moeed gave solid advice. To add to that, here are a few more things you can try:
1. Double-check the “Change bank account” option in Shopify Payments settings — sometimes it lets you swap directly without needing to remove the old one first.
2. Keep replying to your existing support case (#67695960) opening new tickets can reset your queue position and delay things further.
3. If you haven’t already, try reaching out to someone on the Shopify Payments team via LinkedIn with your case number. A direct message to a real person can sometimes speed things up when chat support hits a wall.
4. Most importantly enable a backup payment method (like PayPal or another gateway) today so your store can start accepting orders again while you wait for the bank account issue to be resolved.
I know this isn’t the fix you were hoping for, but these steps should at least get your store back online while the Payments team works on the backend.
Wishing you the best of luck and congratulations on the baby