Shopify Are Destroying My Business Over A Simple Process

Shopify Discussion

Topic summary

A merchant changed banks and needs to update their Shopify payout details. Because there’s an outstanding Shopify Capital loan (Shopify’s financing product), bank changes must be processed by internal support for security reasons.

After 48 hours, live chat could not update the details and repeatedly escalated the case. Payouts are blocked in the meantime, preventing the merchant from receiving funds, buying stock, dispatching orders, or paying bills—leading to customer loss. The merchant cautions others (noting Mettle bank) to expect delays if they have a Capital loan.

Latest update: A Shopify representative confirmed the escalation to the appropriate team, citing account security. The merchant should expect an email response and was assured the issue will be resolved, but no timeline was given.

Status: Unresolved and ongoing. Key open question: when the bank detail update will be completed.

Summarized with AI on December 30. AI used: gpt-5.
1

Can anyone help?

I have been a Shopify customer for 3 years and never had any issues. I have had to recently update my bank (due to them changing, nothing I have done)

Since doing this they have provided me with a new Bank account number and sort code, easy I thought, I’ll just add this to the setting (I know where it goes) but nope, due to there being a Capital loan outstanding you have to contact support to update your bank details, I get that, and that makes sense.

48 hours later. Live chat support all say the right things, but they cannot help, has to be escalated internally.

I cannot receive funds from customer orders, which means I cannot buy more stock, dispatch orders, or pay outstanding bills. I am losing customers all because of this, speaking to support on Livechat, they are all very apologetic, but no one can help.

I just have to wait for the process to happen.

Note to anyone else that has to update accounts (Mettle) and you have any capital loan outstanding, be prepared!!!

2

Hi @Heidi2k20 !

I understand that this can be frustrating. Since your concern has been escalated up to the right team, expect an email communication from them regarding this matter as soon as they can.

Shopify highly value account security that is why your case needs to be escalated up to further check your account. Rest assured though that they will sort this out in no time.