How can I transfer ownership of a store with an active balance?

Technical Q&A

Topic summary

A user is unable to transfer store ownership due to an error message stating they have an active Balance account, even though their Finances page shows no balance.

Suggested Solution:

  • Contact Shopify Support directly via the help center contact link
  • If the link redirects to the homepage, try opening it in Chrome Incognito mode

Current Status:

  • Another user reports experiencing the same issue with multiple stores
  • Wait times mentioned: one month for one store, two weeks for another
  • The issue remains unresolved with no clear timeline for resolution
Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

Checked in Finances. It shows no balance
When try to transfer ownership, we get the following error message
“You have an active Balance account. To transfer ownership, please transfer out any funds in Balance and contact Shopify Support to transfer ownership.”

2

Try reaching out to the support team.
Direct link: https://help.shopify.com/en/questions#/contact/
If the link keeps redirecting to the home page, try opening the link in Chrome Incognito mode.

1 Like
3

We are in the same dilemma. It’s been a month on one store waiting to transfer, two weeks on another. How long did it take to resolve yours?