Hello i need urgent help as many times as i try to change my bank account its asking for my old account routing number and acount number but as many times s i put it in its saying that (old account must match the information we have on file) but thats the right numbers i need help with this urgently
Topic summary
Urgent issue updating bank account for payouts: the system requires entering the previous account’s routing and account numbers, but it repeatedly rejects the input with “old account must match the information we have on file,” even though the merchant believes the numbers are correct.
Support guidance: the mismatch likely indicates an incorrect or different previous account number being entered. The recommended action is to contact Shopify Support via the Help Center and use the Virtual Shopify Assistant with the prompt “contact support” to reach a live agent for further help updating the bank details.
Status and next steps:
- No in-thread resolution yet.
- Action item: initiate a support ticket through the Help Center for direct assistance verifying and updating bank information.
- Discussion remains open pending support intervention.
Hi, @Owais828 !
Thanks for reaching out in our Community forums and sharing your concern. I’m happy to help out.
You mentioned that you are unable to update your bank information because the record of your previous bank details does not match. It is possible that you are inputting a different account or incorrect details. Rest assured, we can assist you through our Help Center. To access our live support, you can ask the Virtual Shopify Assistant to “contact support.” It will guide you on the next steps to connect with a team member who can provide further assistance.
If you need any further assistance, please don’t hesitate to let me know here.