I have been having payout issues since June 27th, when I checked to see what the issue was Shopify stated I had incorrect bank information on file, which was strange since it showed the name of my bank on file and the last 4 digits matched my bank account number. When I tried to change it I had to confirm what was on file and it stated it did not match what was on file. I contacted support and was told not to worry as their system was saying the payout would try to send again, but it had already failed multiple times before that. I reached out on July 3rd and was assured that my payout would be released by the next day according to the support system. The next day came along and nothing. I have gone back and forth with support about this issue until finally on July 9th they requested bank documents with my information to verify, I sent it instantly and received and email back that they would need a couple of days to review. A couple of days later I received a message from support saying that the information I had sent did not match what was on file, I knew that already as that was the main reason for not receiving my payouts. I was told my request to update my bank account information was sent to the accountant team and they would reach out to me as soon as possible, that was on July 11th. As of then nobody has reached out to me! I have contacted support multiple times to get and update, anything! Every support advisor has told me that they have escalated my situation and they have let them know this is an urgent matter. I have not been able to do payroll, pay rent, or my business loans due to this! This a stressful situation as I have just opened my business and this was my first time using Shopify. I do not think Shopify understands my frustration and urgency in this matter. I have been waiting 3 weeks now on my payouts with no update just a bunch of “rest assured we are working on this in a urgent manner” “we have expedited your ticket” “they will reach out to you as soon as possible”. I am at a loss of words, I just want my payout and will be done with Shopify afterwards. Has this happened to anyone else? If so how did you solve this in a promptly manner? Or how long did Shopify take to fix this? Please help, anyone! Thank you.
Topic summary
A merchant experienced a month-long payout delay starting June 27th due to Shopify flagging their bank information as incorrect, despite the account details appearing correct in the system. When attempting to update the information, the system wouldn’t accept the changes.
Timeline of events:
- Multiple support contacts between June 27 - July 3 yielded reassurances but no resolution
- July 9: Submitted bank verification documents
- July 11: Told the request was escalated to the accounting team
- No follow-up received despite repeated inquiries
Business impact:
The delay prevented the merchant from processing payroll, paying rent, and servicing business loans—critical for a newly opened business.
Resolution:
After nearly a month, the issue was resolved. The merchant achieved this by:
- Contacting support twice daily, every day
- Filing complaints with the Better Business Bureau (BBB)
Current status:
Multiple other merchants report experiencing identical payout issues, with at least one waiting 5+ weeks. The discussion reflects significant frustration with Shopify’s response time and communication on urgent financial matters.
Wow this is nothing we experienced but, some how yesterday after all day our website was up in running! We had a person that was interested in buying from our website! Some crazy person here on Shopify deactivate our account right when they was going to our website! So we reach out the customer help! To find out why it was inactive after I already paid up for this month of July till August! So they say our website is under review which don’t make no sense! So just as they told you they going Expedite, in rest assure they going to make our case ASAP! So I fill you frustration FRFR We losing a lot of money in they steady want you to pay monthly! If they are taking money from you monthly then they should send your money to your bank account! They need to be sued for real! Playing with people money but ready to take your money! Sorry this happening to you
This is Richard at PageFly - Shopify Advanced Page Builder app.
I understand your frustration completely. Having a payment issue like this, especially when it’s impacting your ability to run your business, can be incredibly stressful. Here are some steps you can take to try and get this resolved quicker:
1. Gather Documentation:
- Make sure you have copies of all communication with Shopify support, including dates, times, and reference numbers for each interaction.
- Compile any emails you’ve sent with the bank documents you provided.
2. Emphasize the Urgency:
- When contacting Shopify support again, clearly state the impact this issue is having on your business. Mention you can’t do payroll, pay rent, or business loans due to the delay.
- Politely request to speak with a supervisor or someone higher up the chain who can potentially expedite the process.
3. Explore Alternative Contact Methods:
- Check the Shopify Help Center for alternative contact methods like phone support if available in your region. You might get a faster response this way.
- Consider searching online communities or forums dedicated to Shopify for similar experiences. You might find others who faced this issue and can share their solutions.
Hoping my solution helps you solve your problem.
Best regards,
Richard | PageFly
Yes this whole thing was super frustrating but finally after almost a whole month of waiting we received our payouts. We had to be on top of it from messaging support twice a day, every day. Filing complaints with BBB as well. Glad to say our issue was resolved.
Very happy to hear everything is good! I’m still waiting which is super crazy! Wish you a Blessing in your journey of success!
Richard,
I am dealing with the same issue this is ridiculous! We are all trying to run a business here and you are not holding up your end. How do we collect our funds without going to the police?
Helen, I am having the same problem going on 5 weeks now. How long did it take you to get your issue resolved and can you share if you had to do anything on your end before they released your payments? Thank you!