Payouts paused because your account number was incorrect

Shopify Discussion
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1

I have been receiving this message on my homepage: "Payouts paused because your account number was incorrect"

I am unable to reenter new bank details as it is unable to verify the old ones, due to a potential typo or incorrect account number, therefore all my payouts are paused.

I have spoke to several people on the online chat who have escalated this to the Shopify internal team and I have been waiting over 16 days now with no emails from Shopify to rectify this issue. Every time I try to escalate or chase for a follow-up, I get the same response of “I will flag this as urgent and they will be in contact as soon as possible”

Any support on this is greatly appreciated.

3

Hi @mycosupplements,

Sorry you’re dealing with this. From what you described, this sounds less like a normal payout delay and more like a bank-account verification/reset issue.

The difficult part is that Shopify often asks you to verify the old bank account before allowing you to enter new payout details. But if the original account number had a typo, you may not be able to pass that verification step yourself, which means the Shopify Payments team likely needs to manually review or reset the payout bank account.

When you contact Shopify again, I would ask them very directly:

“Because the original payout bank account number appears to have been entered incorrectly, I cannot verify the old account and cannot update the bank details myself. Please escalate this specifically to the Shopify Payments team for a manual bank account reset or verification review. Please confirm exactly what document is required from me to verify the correct bank account.”

I would also ask them to confirm in writing:

  1. Whether the payouts are paused only because of incorrect bank details

  2. Whether they need a bank statement or official bank letter

  3. Whether the case is already with Shopify Payments or still with general support

  4. The case/ticket number for the escalation

  5. Whether there is any secure upload link or admin notification you need to complete

For safety, don’t share full bank details publicly or by email with anyone outside Shopify. Only upload bank documents through Shopify’s official secure process.

Also, what is your website address? Sometimes the store setup, business name, payment account name, and public website details can create confusion if they do not clearly match the bank/account holder information.

Hope this gets resolved soon. After 16 days, it is reasonable to ask Shopify for a specific manual reset review instead of another general “we’ll flag it as urgent” response.

4

Classic Shopify. They act more and more like an evil corporate big box entity while pushing that they are for small business. It feels like they go out of their way to be difficult at every turn.

5

Hello there @mycosupplements
This is typically when the payout profile is locked because of a failed bank verification. While you await the internal review, a workaround some merchants employ is to switch payout method temporarily (e.g. PayPal for those that support it) or open a new payout profile if your store settings permit (under Payments). Also, make sure there are no extra spaces or other errors in formating in the original bank entry. If the account is on a full lock, the only solution is an internal reset so keep your case alive and ask for escalation notes to be updated with a clear status each time.