Hoping someone here can help, or that a member of the Shopify team sees this. I’ve been stuck for several days and I’m running out of options.
I need to update the bank account connected to my Shopify Payments. To complete the change, Shopify requires me to verify the previously connected account number, which I no longer have access to and have not been able to recover on my end despite multiple attempts.
I contacted Shopify Support a few days ago to ask if there’s an alternative way to verify my identity and update the payout account without needing to provide the previous account number. The agent escalated my case to another team, but I haven’t received any update since then.
Any advice or help would mean a lot. Happy to provide order/store details privately to a Shopify Staff member if needed.
I’m Vineet from Identixweb, a Shopify development agency.
This is something only Shopify Support / the Shopify Payments team can fix. Shopify’s normal process requires the store owner to enter the previous bank account number before changing the payout account,
I went through their Help Center and it says that if you can’t remember or verify the old bank details, you need to contact Shopify Support for assistance.
Here’s what I would do if I were you:
Reply to the existing support ticket instead of opening multiple new ones.
Ask for the case to be escalated specifically to the Shopify Payments / payouts verification team.
Keep your ticket number handy.
Be ready to provide identity/business verification documents through Shopify’s secure upload process, not publicly in the forum.
Do not share order, bank, or store ownership details here unless a verified Shopify Staff member asks you to move to a private support channel.
I know the wait is frustrating, but there usually isn’t a manual workaround from the admin side once the old account number can’t be verified.
The safest path is to keep pushing the existing escalated ticket and ask for an update on the alternative verification process.