Payouts Paused – Bank Account Verification Escalated but No Response

Payments + Shipping & Fulfilment
,
1

Hi everyone,

I’m hoping someone from Shopify can help or point me in the right direction.

My payouts have been paused because Shopify says my bank account information is incorrect. I’ve double-checked and re-entered the correct details (the same bank account I’ve always used), but I keep getting the error:

“The details of the bank account ending in XXXX must match the information we have on file. Contact support for further assistance.”

I contacted support and they escalated my case to the Payments team several days ago, but I haven’t heard anything back since. In the meantime, my payouts are still paused, which is really affecting my business cash flow.

I’ve already provided all the correct details, and I’m happy to supply supporting documents (bank statement, ID, ABN, etc.) if that helps.

Can someone from the Shopify team please check on the status of my escalation or advise how I can get this resolved faster? I just want to make sure my pending payouts are released as soon as possible.

Thank you,
Adam / Forever Jewellery Online

2

This can only be fixed by the Shopify Payments team — the community can’t unblock payouts. Best is to follow up on your support ticket with the case number and also try live chat for faster attention. Have your bank docs ready so they can verify quickly. Hopefully the Payments team gets this sorted for you soon.

@foreverjewellery

3

Hey @foreverjewellery,

I am sorry about hearing the payment paused on your account. But in order to fix this issue, you need to know the root cause before.

Do you receive any official mail from Shopify account? Or you know the violation you made.

In many cases Merchants unable to fix this issue when they don’t know the root cause. And that’s why their stores remain Frozen permanently.

So, the wise decision is to find the main root cause then contact to Shopify Advisor at http://help.shopify.com/en

I hope your issue with the store frozen get fixed soon!

If this was helpful like it and Mark as Solution.

Cheers :slight_smile:

4

Something is very obviously wrong with shopify’s payment system and no one us willing to help