How can I update my payout account information?

Payments + Shipping & Fulfilment
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Topic summary

Issue: Merchant regained account access and needs to update Shopify Payments payout bank details because the old bank account is closed and they no longer have access to the old number needed to change details.

Prior actions: A support advisor escalated the request and said payouts were placed on hold to stop funds going to the old account, with a promise of email follow-up to confirm the new bank details and guide next steps.

Current concern: No follow-up received. The payouts section shows a payment as “paid,” creating uncertainty about where the funds went despite the stated hold.

Latest guidance: Forum agents cannot access accounts or tickets for security. All changes and updates must be handled by authenticated live support. Typical turnaround for escalations is 24–72 business hours, but delays can occur. The merchant is advised to contact live support via the provided link for a status update.

Status: Unresolved/ongoing. Next step is to reach out to live support to verify the payout status and complete the bank account update.

Summarized with AI on January 9. AI used: gpt-5.
4

Hey, @CoutureArrivals !

Thanks for joining this thread!

I’m sorry to hear that you have been waiting on an update.

Typically, responses are provided within 24-72 business hours on average by escalated teams. However, please note that occasionally response times may be longer due to high volumes of inquiries. If you have been waiting for a response longer than the average turnaround time mentioned, I recommend contacting live support for an update. You can reach live support by following this link. Unfortunately, I don’t have access to accounts or open tickets in the forums, as it is necessary to maintain authentication and security practices. Our dedicated team will be more than happy to assist you further through live support. Please follow the prompts given by the virtual assistant to access support.

Thank you for your patience!