Shopify Sending Payouts to Unknown Bank Account

Shopify Discussion
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Topic summary

A Shopify store owner discovered their payouts were being sent to an unknown bank account that they did not add or authorize. The issue occurred shortly after launching their store, affecting a large expected payout.

Current Status:

  • Support ticket has been escalated but remains unresolved after two weeks
  • The store owner receives only generic “being looked into” responses despite daily follow-ups
  • No direct phone support is available for this critical issue

Key Details:

  • The unauthorized account is not a Shopify Balance account
  • Shopify staff confirmed they cannot directly modify bank accounts and must review logs to determine when/how the account was added
  • The store owner cannot access their funds or update payment settings until the investigation concludes

Impact:
The withheld payout is preventing the owner from paying bills and maintaining shop operations, creating significant financial stress. The thread ends with another user asking if the issue was ever resolved, suggesting no public resolution has been shared.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Has anyone had this issue? I just launched my store recently and was expecting a large payout, it appears an unknown bank account number was added or linked on my behalf. This is very concerning and I’ve been waiting for over 24 hours to receive help from Shopify and all I’m told is that the issue is being escalated.

This is very frustrating and not a good first impression of Shopify, I’m beginning to highly question my move to this platform. There’s no number to reach.

2

Hi, @twotheluna

Thanks for posting your question to the Forums.

I will need a bit more information to understand the situation. First, are you using Shopify Payments? If so, you can have payouts to your personal bank account, or you can use Shopify Balance which is a money management account and what I am thinking has occurred here.

If you can navigate to Settings > Payments and determine what form of payout you are using this can help us understand what is occurring here.

3

Hi Skye,

The bank account information for my Payouts is not mine, I have no idea where that bank information came from. It’s also not a Shopify Balance account. I’ve already contacted support and they told me they have escalated the issue but I’m still waiting to hear back. It’s been over 24 hours since I’ve reached out, I need to have the recent payouts reversed from where ever they were sent and sent to my bank account, the bank account information needs to be corrected, which I’m also unable to do until your support team reaches back. I need someone to help me with this right away, I don’t know where that money went and I’m very worried.

4

Hi, @twotheluna

Thank you for providing that update.

While I wish I had the ability to assist, our Community Team is a public facing team and doesn’t have access to accounts or tickets.

I do want to clarify that Shopify is not able to adjust or add bank accounts to Shopify Payments accounts. As such, our team will most likely have to check the logs to see where and when the account was added and by what user.

For the time being, while frustrating, the best thing to do is wait for our team to investigate. They will provide you an update on the escalated ticket via email.

5

It’s been two weeks already and still no resolution. I need my payout to pay bills and keep my shop running, this is absolutely disheartening. I’ve been following up everyday and I keep getting the same response that it’s being looked into. I need help urgently!! Anyone would be upset if their paychecks were being withheld.

6

Did you ever get this resolved?