Store: OCTÁVIA BEAUTY (octaviabeauty.org) Issue: Payout bank account DBS/POSB ending 8097 is correctly registered but payouts failed on May 15 & May 21, 2026 (SGD $605.53 total). System rejects bank account replacement with “must match info on file” error. Phone support number not working. Need urgent manual intervention from payments team.
AI-generated summary
Urgent payout problem for a store using Shopify Payments in Singapore. The registered DBS/POSB bank account ending in 8097 appears correct, but two payouts failed on May 15 and May 21, 2026, totaling SGD $605.53.
A second issue is blocking self-service fixes: when trying to replace the bank account, the system returns an error saying the new details “must match info on file.” The store owner also reports that the phone support number is not working.
Suggested next step from the discussion: contact Shopify Live Support via chat at help.shopify.com and re-check that the bank details exactly match the information on the payments account.
No resolution was reached in the thread. The request remains open, with the main action item being manual review or intervention from the payments team.
Hey @OctaviaBeauty i think you have to connect with Shopify live Support with chat directly at help.shopify.com
or if it is there no issue then check your details you need have to match the details exactly with Shopify payment’s
best
MUSTUFA