We need to change our payout account from old to new.
It will not let us change because Shopify stated old account don’t match. We pretty sure our old bank info are correct.
Shopify sales/service support team could only escalate the issue to the Accounts / Merchant Verification team but we don’t feel they have any sense of urgency at all…
Please can someone please look into this already and improve the changing of bank account should not be that complicated!
Hi there, @CL7 .
I want to assure you I absolutely understand how important this is for you, and I hear you when you say this is urgent for you. Our escalated teams do their best to reach out to all inquiries like this via email within 24-72 business hours, so please do keep an eye on your email inbox for this communication.
The expected behavior for the changing of bank account process is: Input old account information, then input new account information and that is it - it is very straightforward once you have all the relevant and correct information. Complications only come into play when an account number doesn’t match exactly. When this happens, the process you are undergoing at the moment is carried out. This verification step has to happen to make sure we are keeping both the old and new bank accounts 100% safe and secure - we need to be sure the person asking for this change has the authority to make this kind of change. I hope this additional context around what is happening and why helps to clarify things.
As the current owner of the page we can’t access or retrieve what was the old account details so we wouldn’t know what went wrong on the unmatched details, even though we are certain that the old accounts details are correct. It is noticed that there are other users experience the same issues too.
Every passing minutes while waiting for Shopify to rectify the issue mean we can’t generate revenue as we can’t transfer or port over the store to the clients!