Hi @RainbowMermaid ,
Can you share your ticket number with me please, if you have one?
Topic summary
Main issue: Merchants cannot update Shopify Payments bank details without entering the previous bank information. If the old info doesn’t match (e.g., possible typo in original setup), payouts are placed on hold and the change must be escalated to the Payments/security team.
Support stance and process:
- Old bank info is required for security. If unavailable/incorrect, a specialized team must process the update.
- Cases are handled in queue via email; timelines are unspecified and can take days due to security/privacy checks.
Recent experiences shared:
- Multiple merchants report waits of about a week with repeated “escalations” and limited updates via chat.
- Documentation requests (e.g., photo ID) may be required; one merchant saw resolution 1–2 days after submitting ID.
- Another merchant recently received an ID request and is awaiting approval; funds are needed urgently as payouts remain on hold.
Actions and tips mentioned:
- Provide any requested verification promptly (ID, bank docs) and share the support ticket number.
- Monitor email for the Payments team’s response.
- Posting the ticket number on the forum appeared to expedite one case (anecdotal).
Status: Partially resolved for one user after ID verification; others remain in queue with no firm ETA.