A merchant’s store was closed, leaving a failed payout for nearly three months and no ability to update the bank account number due to lack of access to the admin area (store dashboard). The failed payout refers to an unsuccessful funds transfer via Shopify Payments.
Forum support cannot handle account-specific issues and directed the merchant to the Shopify Help Center, noting they can log in even if the store is closed, choose a relevant topic, and use the available support channels.
The merchant already contacted support two days prior and was told to wait for an email from the specialist/accounts team but has not received one yet.
Support clarified that delays are expected while the accounts team investigates and that the merchant will be contacted by email as soon as possible. No concrete timeline or resolution was provided.
Status: unresolved/ongoing. Next steps: await the accounts team’s email. Key open items: how and when the bank details can be updated and when the failed payout will be released.
Hi, @molly16 !
Thanks for getting back to me. It is expected that you haven’t heard back right away as our accounts team is working through their queue and it takes some time to investigate the issue. Rest assured that you’ll hear back from us by email as soon as possible.
Please let me know if there’s anything else I can help you with!