I just recently changed my payout account information to my regular bank information and not my balance card. As I tried to order a balance card, it told me my account and card is temporary locked for security check. How can I get my account & card unlocked to order a balance card?
Topic summary
Account and Shopify Balance card were temporarily locked for a security check after changing payout info; users seek to unlock access and/or switch payouts from Shopify Balance to a regular bank. Shopify Balance is Shopify’s business debit card linked to a Balance account; a payout account is where earnings are deposited.
Support guidance: Staff direct users to the Shopify Help Center to log in and create a support ticket for account-specific review. Steps to update payment methods are provided via Finances/Billing, replacing the current payment method with a regular bank or card.
Ongoing issues: One user reports no email responses for days, no timeline for the security check, and frozen funds impacting order fulfillment.
User updates: One user’s lock appeared tied to closing the store between product drops; after contacting support a third time, a 3‑day trial enabled fund transfers (anecdotal, not confirmed policy). Another user’s funds were moved to a partner processor and will be held until March.
Status: No universal resolution in-thread. Action item is to contact Support; key unanswered questions include the duration of security checks and whether store inactivity affects Balance access.
Hey, @ansolealiddell ! Welcome to Shopify Community!
We’ll need to access your account in order to take a closer look at the issue you’re encountering when attempting to order a Shopify Balance card. We’re not able to provide account-specific support via the Shopify Community at this time, however, we’d be happy to continue assisting you through live chat, email, or callback about your concern. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
After visiting the link and logging in, you’ll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You’ll then see the option to create a support ticket on the next page.
Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
I want to change to my regular bank and not Shopify Balance. But I can’t find where to do it! Please help me find a way to cancel my Shopify Balance Card!
Hi, @Wendybird !
You can follow these steps to update your billing information:
- Navigate to your Billing page:
- United States: From your Shopify admin, go to Finances > Billing.
- All other countries: From your Shopify admin, go to Settings > Billing.
- In the Payment methods section, do either of the following:
- If credit card is the only available payment method, then click Replace credit card.
- If multiple payment methods are available, click the
...button beside the payment method that you want to change, and then click Replace.
- Enter the required information.
- Click Replace credit card.
This should allow you to switch your payment method to your regular bank account. If you’re having any trouble following these steps, please get in touch with us via the Shopify Help Center so we can securely review the account settings with you.
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I have done all of these steps and still no resolution. No one has even responded to my emails for days at a time. My balance account has been locked with no warning and I never received an email telling me how to resolve it. I am getting an error message saying that it is a security check, but I have not been told how long the security check is or when it will be unlocked. In the meantime, I need to continue to ship our orders and now the money is unavailable to me. This is causing my customers to be angry.
any update?
any update?
Did they update you?
Hello, Did it resolve for you? I am in same boat.
This is what worked for me. My balance was locked because I shut down my store because I run a clothing brand which does “drops” and then shuts the store down. I contacted customer support, this was the third time, and my representative gave me a 3 day trial to see if i could transfer funds, which did work. So for a card to work i guess your store has to be on all the time
This is what worked for me. My balance was locked because I shut down my store because I run a clothing brand which does “drops” and then shuts the store down. I contacted customer support, this was the third time, and my representative gave me a 3 day trial to see if i could transfer funds, which did work.
They moved my funds to another processor account whom we partner with who will be holding the funds until March unfortunately.