I want to update my new bank account but dont have old bank account number , bcz i cancel my exiting

Payments + Shipping & Fulfilment

Topic summary

Main issue: Merchants need to update their store’s payout/billing bank account but no longer have the old bank account number due to account cancellation or ownership change.

Key points:

  • The self-serve flow requires the old bank details; there is no bypass in the admin if you don’t have them.
  • Next step is to contact authenticated live support via the Help Center link and open the AI chat, then type “contact support.”
  • After verifying credentials, support can access backend information and escalate to the Billing/Payments team to update the bank account without the old number.
  • This is a common request; the billing team will provide the next steps once identity is confirmed.

Outcome/status:

  • No resolution provided in-thread. The actionable path is to engage live support for verification and escalation. The issue remains open until support completes the change.
Summarized with AI on January 3. AI used: gpt-5.
1

i want to update my new bank account but dont have old bank account number , bcz i cancel my exiting account from bank , please advise

2

Hi there, @baher !

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

When it comes to your specific inquiry, you will need to reach out to our live support team, Once they verify your credentials, they can open up back end information and dig deeper to see how best to assist you moving forward with updating your bank account.

This is a common query that our billing team gets. We definitely understand that information can get lost once updated especially account numbers. Just communicate this to our team and they will be able to provide the next best steps.

3

Daniel,

I do not have the bank info for our shopify store due to a change in ownership.

How do i bypass this?

Thanks,

BRF

4

Hi @BRFSRQ , thank you for those details. If you need help with changing a payout bank account or billing details on a store then you will want to connect with our authenticated chat support team for further assistance. You can connect with them through our Help Center here: Contact Support. Just open the AI chat window and type “contact support” to get started.

5

I followed instructions but I don’t have the old bank account number. It
won’t allow me to put in a new one without that information

6

In that situation you will need to connect with our chat support team to have this request escalated. Our billing and payments team can assist you in making this change if you aren’t able to change it yourself.