My Shopify store is set up on Facebook but I can only use PayPal outside Shopify Payments because they say my routing number is a problem so I will have to pay 3rd party transaction fees. Verified number with them multiple times. 13 days and counting, no response from customer support. How do they think I can run a profitable business when they are making it impossible. When I ask for and update they say they’ll get back to me as soon as they can. What??? I cannot benefit from their low shipping rates because that requires Shopify Payments. No one will purchase my product when the shipping is as much as the item being purchased. If 13 days is what they call Support then Shopify users are in trouble.
Hi, @atmywitssend
That definitely sounds frustrating, and we appreciate you sharing it here.
The issue could be a few things. First, are you trying to change your bank account information from one bank account to a new one? If so, and the account info is being rejected, and you’re sure you are inputting it correctly, the previous number could have had a typo. If it had a typo, you would not be able to guess the error, which means it comes back as incorrect.
Next, if this is a brand new Shopify Payments account and the bank account is being rejected it might not meet the requirements needed to accept deposits. In order to be accepted, the account needs to be an active checking account that have ACH transfers enabled(if in the United States or Canada), as well as be able to process the currency in which your store is set up under Settings > General.
In regards to your request with our support team, do you know if the situation was formally escalated? If so, you should have received an email stating that it was escalated. If it was escalated, and you still do not hear back from our support team by the end of the week, please reach out to us over social media to see if we can expedite the process.
I am not trying to change my bank account information. This is a new store and Shopify Payments is rejecting the routing/account number when trying to link.
If it is because my bank does not meet requirements then why does it take customer support 17 days and counting to give me an answer?
When I log in it shows “Escalated” in the Support Inbox.
April 20th, still no resolution and feedback. If I knew what the problem was maybe I could do something about it but no one will tell me anything other than “they will get back to me as soon as possible”.
Hi, @atmywitssend
That is definitely a longer-than-usual response time, and on behalf of Shopify, I apologize. Have you replied to that email thread? If not, I recommend doing so. Or, please reach back out to our live team to request an update.
In the meantime, I recommend contacting your bank to learn if your bank account is a checking account with ACH transfers enabled. If it is not, they will be able to set up an appropriate account for you to add to your Shopify Payments account to resolve the issue quickly.
It is April 24th, it has been 23 days, my Support ticket number is, and I still have not had any direct communication with Support about why I’m not being approved for Shopify Payments.
I have verified with my bank that my account accepts ACH transfers, pretty commonplace. That is not the problem clearly. Maybe my bank is too small but why can’t someone tell me that? Along with what can be done. Someone should be able to tell me why I am not accepted and what can be done about it. It is absolutely unreasonable to make me wait this long. My store has been set up on Facebook for 2 weeks but I cannot use it fully due to Shopify Payments. Also my website design just started today and is supposed to be centered around Shopify. At this point I don’t see any benefit. All I’m doing is setting myself up for more problems by allowing web designer to continue with Shopify.
I mistakenly said it had been 23 days, it has been 21 days.
Hi, @atmywitssend
To protect your account, I did remove your ticket number. Unfortunately, our Community team does not have access to your tickets. This is to ensure the security of your account.
If you are using a small bank, that could absolutely be the issue. I definitely agree you should have received a response by now. As mentioned, please reach out to our live team members who will be able to get in touch with our financial team to ensure this is resolved.
Hi, did you ever receive an answer? I am having the same issue and my website is being launched on May 1st with no response from the shopify payment team.
Yesterday they replied asking again for account and routing info and they had me send them proof of attempt to link my bank. All of this is repetition and covers no new ground. I cannot accept that they could not give me a yes or no answer, or just make it happen after 3 plus weeks. Though I have heard from someone I do not sense that the process has moved forward at all. We’ll see. I wish I could sound more hopeful, but I am worn down and a bit discouraged. Naturally I’m having second thoughts.
It is now May 1st and I still have NO resolution and no one has gotten back to me since I was asked again to reverify my routing and account number and send proof that I attempted the link with my bank. If feels very much like I’m just being stalled. At this point I wouldn’t recommend Shopify to my worst enemy.
27 days with no resolution
It is May 7th now, 33 days and counting. Still no resolution and no forward progress. They are in “discussions” currently. On May 2nd I asked the nature of those “discussions”. No one has responded with an answer to my question nor with a resolution. I am disgusted with Shopify. I have no kind words at this point. Unprofessional.
33 days now and no resolution. Very little communication, all repetetive and superficial. To say I’m having second thoughts is an understatement. Sorry I can’t be more uplifting but this so discouraging and unacceptable.
37 days and no resolution. Clearly Shopify is just waiting for me to go away. They’ll soon get their wish.
They ended up emailing me early last week and told me to try again and when I did it worked. I have no idea what they did but they fixed mine without me having to give them any information. I hope they get yours resolved soon!
Skye - 51 DAYS NO RESOLUTION!! Does it bother Shopify in the slightest that this issue is still not resolved. It began on April 3, 2023, it is now May 24, 2023, I realize I’m talking to the wall here because Shopify has proven thru it’s silence and innaction that their customer’s don’t matter. But I’ll ask the stupid question anyway. What is going on and when will this be resolved? Don’t tell me they’ll get back to me as soon as they can. It has been 51 days!!! Pity Shopify is even allowed to do business.
Hi, @atmywitssend
I appreciate how frustrating this is. I absolutely wish I had the power to provide you with some resolution. Unfortunately, due to our strict account security restrictions, I have zero access to your account, or situation, to provide any meaningful response.
The best resolution I can recommend is to reach out to our team via Twitter and provide your most recent ticket number in a DM. This will allow us to provide that ticket number to our Merchant Advocacy Team to review the situation.
52 days no resolution! Really Skye? So now Support is telling me I need to go to Twitter to do more begging for help. Not going to happen. I can tell you what I will do. As soon as is possible I will change to another platform, and I will make sure that I tell absolutely everyone I can not to set themselves up for failure and loss with Shopify. Skye, if you are a real person, I feel bad for you working for a company so negligent and uncaring. You are caught in the middle, put in a position where you are of no help whatsoever, just making excuses for your employer. Sad.
It is June 2, one day short of 2 months and finally this has been resolved. Shopify payments linked to my bank. Given this very frustrating experience I am nervous going forward.