I signed up for balance with shopify a few weeks ago. I just got a payout a few days ago and it went to evolve bank, does anyone know how to access that bank? I’ve tried everything and have had no luck finding information, its very frustrating.
I have also been trying to switch bank accounts, but keep getting this error message: “Old account must match the information we have on file”.
Can someone please assist with these issues?
Hi @2amandaz !
Thanks for posting here in the Community and I hope your day is going well.
I am not too familiar with Evolve banking, however, have you tried reaching out to their customer support here at this link so that they can help you access it? I would suggest trying with their support team first.
In regard to the error ‘Old account must match the information we have on file’ are you able to locate the old banking account information? It might be the case that you were unable to complete this step – in that case if you have signed up for Shopify Balance, then you can retrieve this information by copying the full Routing and Account number by going to: Finances > Balance > Manage account. You can also refer to our Managing your Shopify Balance account help page here for further steps.
By the way, how are things on the rest of your website going? Just so you know, we are not only here to help with technical queries, but also to help you grow your business. If you need any marketing advice or how to get more traffic or sales to your store, just ask! If you feel like my answer is helpful, please mark it as an accepted solution below!
Hi Maz,
I called Evolve Banking Customer Support and they told me to reach out to you guys. I still don’t have access to where my money is going/getting paid to.
Also I have tried copying the routing and account number number provided to me from shopify balance, but I still get the error message "Old account must match the information we have on file". I launch my business in less than 2 weeks, so I’m trying to get these issues resolved by then. Is there something else I can try?
Thank you,
Hey, thanks for getting back to me @2amandaz !
As mentioned on my previous reply, if you are having issues with accessing your bank, then you would need to contact Evolve directly for this. Evolve would be a separate entity to Shopify, therefore we would not have insight into how to access your banking with them. If you’re having issues with your payouts to this bank, then we can of course help with that if they have not been received in that bank account. Could you let me know if that is the issue you’re experiencing, you have not received payouts into that account? If so, have the payouts been marked as paid in the admin under settings > payments > view payouts? In the meantime, you can have a look through our help doc here on how payouts work.
You mentioned that you’re still experiencing the error Old account must match the information we have on file, sorry to hear that. As the workaround I suggested did not work, then the next best step to take here is to get in touch with our live support team here at this link. Simply type your query into the “ask about a topic” bar, then hit continue to support to access. Our accounts team will be able to help you resolve this without getting the error. We can also look into the missing payouts for you if that is another issue you’re experiencing.
Let me know if you need anything clarifying!
How did you solved the problem i’m facing the same issue?