How to speak to a human

Payments + Shipping & Fulfilment

Topic summary

A merchant is experiencing a critical payment issue where Shopify has not transferred payouts to their bank account for 11 days, while continuing to debit fees daily. Several thousand pounds are now held in their payout balance, preventing them from paying suppliers and staff.

Key Problem:

  • Unable to update bank details due to error: “To change your payout bank account during an active financing, contact support”
  • Bank details unchanged for 3 years and previously worked fine
  • Support claims it’s a bank detail issue despite successful debits

Support Response:

  • Chat support offered a 3-day resolution timeline
  • Denied phone callback, stating issue doesn’t warrant one
  • Operations team assigned to investigate
  • Callback requested 4 days ago with no response

Current Status:

  • Merchant forced to refund customers due to inability to fulfill orders
  • Suggested escalation via Twitter/X (@ShopifySupport) to gain attention
  • Issue remains unresolved and ongoing
Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Does anyone know how to escalate issues to actually get a response from shopify?! for the last 11 days no payments have been made to my bank from my shopify store, yet shopify have still been taking money from my account daily.

There is now several thousands of £ in my payout balance, and I am unable to pay my suppliers, which means I am now having to refund my customers.

After wasting an hour in the help chat yesterday, they told me they would try to pay me in the next 3 days? How is that even legal? The only step they asked me to do was to re-add my bank details, but it wouldn’t let me as had the error code ‘To change your payout bank account during an active financing, contact support’. But support don’t know how to fix it.

So tomorrow, I can not pay my suppliers or staff because shopify are holding my money and seem incapable of fixing the issue.

They claim it is an issue with the bank details - even though they have not changed and have been working fine for 3 years, and shopify can still debit money from the account daily.

Does anyone know how I can actually speak to someone on the phone? The agent told me this does not warrant a phone call and would have their operations team ‘look into it’ for me.

Great platform for selling, absolutely disgraceful customer service.

2

Hi @AndrewLavender

Go to Shopify Help Center and log in to your account. Click on Contact Support → Select your issue → Look for Request a Callback (only available in certain regions).

Or, you can contact via Twitter/X (@ShopifySupport). Publicly tweet about the issue to get their attention.

1 Like
3

Hi Promer

Thanks for the info. I requested a callback 4 days ago, but no response. In the help chat yesterday they told me this doesn’t warrant a call back.

I’ll try the twitter idea

thank you :+1:

1 Like
4

Ok. I really hope you get this sorted quickly. Hang in there!

2 Likes