First off, I apologize that this is a long post. I hope I have included all the information needed to get the help I need. The problem I need help with regarding “No action on the support ticket: payment account bank issues”:
I had a Customer Support chat regarding a Shopify Payments issue that was escalated six days ago. The problem was assigned a ticket number.
After the chat, I was emailed a link to the chat transcript by Shopify. I responded directly to the chat two days ago (four days after it was escalated) because there was no action on my ticket. I have not received a response from the chat after telling it/him that I see no action on my ticket.
The background of the problem in the ticket:
The present bank number to receive Payouts was entered years ago when I first thought I was going to have an active Shopify website. However, I decided to focus my sales efforts elsewhere and deactivated my activity.
Now, years later, I have decided to reactivate my participation and follow through with selling on my own website. I have even spent $350 on a theme and added over 1400 items. So, I already have too much skin in the game to go to a different provider. I then went through the steps recommended by Shopify before launching to sell. One step was to update my Payout Account (where I receive my money from the sales).
Well, that old checking account that was set up to receive payouts was closed a long time ago. I tried to change the account information as instructed, but my attempts were rejected.
I have entered the old account and the new account many times. All I receive is a highlighted red message on the account change page that simply reads: “To change your bank account make the following changes: old account must match the information we have on file. Contact Support if you need further help”.
I am entering the correct account information from the old account - I am copying it directly from an old photocopy check from my financials years ago. (Perhaps it was originally entered wrong, so the correct numbers don’t match, or???). I am certain I am also entering the new account correctly.
As things stand, I have not received any contact from the team that is supposed to handle the escalated ticket. I have checked my SPAM folder several times a day, as well as my regular email. I have definitely not received any communication aside from the chat transcript email.
I understand I should not open a second chat and get a new, second support ticket about the same problem.
Please advise me on how I can get some help with this, as I will not be able to open my website and take orders until this is resolved.
Thank you.