For almost a year I’ve reached out for help with this issue but haven’t gotten resolved. I’ve tried changing my payment info but it asks for old account info which I don’t have being that the account is closed. Help me to find the old numbers so I can enter my new bank account info.
Topic summary
Merchant seeks assistance updating Shopify Payments bank details after nearly a year of failed attempts. The system requires the old bank account information to proceed, but the prior account is closed and the merchant no longer has those details; they ask for help retrieving the old numbers to add a new bank account.
Shopify staff explains they cannot authenticate or access sensitive account specifics via the public forum. They direct the merchant to contact live support through the Help Center and instruct the virtual assistant with the phrase “Speak with support” to connect with a Support Advisor.
Status/outcome: No resolution within the thread. Next step is to engage Shopify’s authenticated live support for account verification and guidance on updating payout details. Unanswered: whether the old account info can be retrieved by support.
Hey @Epiphany .
Thanks for reaching out.
I appreciate the context that you have provided us as that is very helpful. Since we are unable to authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics. In this case, you will need to reach out to our live support about this to allow us to advise the next steps. You can get in touch with a Support Advisor by navigating to our Help Center.
When you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with our live support accordingly.
Let us know if you have any questions.