Hi Shopify Community,
I’ve been experiencing a critical issue with my store surpriseboxs.com.au for over 1 month and have not been able to get a resolution through Shopify Support.
The issue: My payouts are paused because my bank account details are showing as incorrect. Every time I try to update/save my bank account details in Settings → Payments → Bank Account, I receive an error and the details won’t save.
What I’ve tried:
- Contacted Shopify Support multiple times over the past month
- Tried updating bank details multiple times
- Contacted Shopify Help Center
Impact: My store is live and processing orders but I cannot receive any payouts. This is seriously impacting my business.
Has anyone experienced this issue and found a resolution? Is there a way to escalate this to the Shopify Payments team directly?
Any help would be greatly appreciated. 
I’m also experiencing the same issue! It’s been two weeks since I’m waiting for my follow up from Shopify and have not heard anything. Please let me know if you manage to resolve this
Thanks
Hi, @surprice I had a similar issue before. Here are a few things that worked:
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Try updating your bank details using a different browser (Chrome or Firefox) or in incognito mode — sometimes it’s a browser cache issue.
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Make sure your BSB and account number are 100% correct and match exactly with your bank records.
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Ensure your bank account name matches the legal business/owner name registered on your Shopify account.
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When contacting support, specifically ask to be escalated to the Shopify Payments team — general support often can’t resolve payout issues directly.
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Try reaching out via @ShopifySupport on X (Twitter/X) — many users get faster responses there.
Hope this helps get your payouts unblocked soon!
If this will work then don’t forget to like and mark as solution on it
Hi @surprice .
Just add one small line at the end, like asking Shopify for a case reference number so you can track this properly.
That is all it needs!