Issue: Multiple merchants report failed payouts after entering incorrect bank account details for Shopify Payments. When attempting to update, the system requires the original (incorrect) bank info, which they no longer know, blocking changes.
Shopify response: A Shopify Social Care rep escalates cases to the Account Integrity team (handles sensitive banking changes). General support cannot access banking data. Merchants must verify their account via email; replies to the ticket-number email are the correct channel. Users are advised to check inbox/spam and continue via email.
User experiences: One merchant confirmed their issue was solved after this process. Another reported timing: ~4 days to create a ticket via chat and ~2 additional days for the fix. Community advice suggests using Shopify’s chat in the Help Center/FAQ to get a ticket created.
Open questions: A user asked if payouts can be redirected to a linked PayPal account; no answer provided in-thread.
Status: Ongoing. Resolution occurs privately through support after email verification; no self-serve fix was shared publicly.
I have done the same for you as well and have sent you both emails. If you can take a lookout for those and follow the steps in that email I will be able to help you out even further.
If you don’t see the email in your inbox or your spam folder please let me know.