Trouble with Shopify Bank Account & Not Hearing Back From Shopify with any information

Shopify Discussion

Topic summary

Merchant preparing to launch reports Shopify Payments setup blocking payouts: bank account flagged “not a chequing account,” and attempts to update say the account doesn’t match, despite being correct. Requests resolution within 24 hours and better communication (e.g., queue position updates) after a week with no response.

Support experience: told to wait 48–72 hours and not to re-contact or risk going to the back of the queue; no updates since initial and follow-up contacts.

Shopify staff reply: likely the original bank details were mistyped, causing the error and preventing verification/changes. Notes higher-than-normal support volume for Shopify Payments (Shopify’s built-in payment processor) is extending response times. Confirms the ticket was escalated to the correct team and will be followed up “soon.”

Current status/outcome:

  • No fix yet; no specific ETA beyond “soon.”
  • Action: wait for the Shopify Payments team’s follow-up.
  • Open issues: payout readiness before launch; desire for clearer, proactive status updates.
Summarized with AI on January 3. AI used: gpt-5.
1

Hi Shopify team, I will be launching my store next week and will be ready to take payments. I’ve had an issue where the bank account I put in is saying it’s not a chequeing account. I went to change it and it said the account didn’t match but it absolutely does.

I have reached out twice to be told to wait, to not reach back out or I will be put in the back of the queue. I was told I’d hear back within 48-72 hours and I’ve heard absolutely nothing. I was also told my query had been escalated.. which it appears not to have because I’ve heard nothing at all. My initial reach out was a week ago, last Monday. I then reached out again on Wednesday and here we are a week later and still not one piece of communication.

I’ve used Shopify on and off for many years but this service is pretty bad… how can you tell customers not to reach back out or they’ll be penalised and put at the back of the queue, particularly when it comes to bank account issues meaning, I won’t be able to access funds when they come in on my opening week..

I’d like this resolved in the next 24 hours guys, it’s really important that your communication improves, you let people know where they are along the journey.. even if it’s automatic emails saying, you’re now 10th in the queue, for example..

I look forward to hearing your resolution and back from a representative today.

2

Hi @TashR

Thank you for sharing this feedback and your experience with our support regarding this problem you are facing.

It sounds like the bank account information that was originally added to the store was mistyped, which is why you are seeing the error message and are not able to verify it to make any changes.

Our Shopify Payments team is handling a higher than normal volume of support requests, which has probably increased their turn around time in responding to your ticket. If you have been provided a ticket number or had a confirmation that your ticket has been escalated to our Shopify Payments team, then that does mean it is with the right team and will be followed up on soon. I know the wait time is less than ideal, but rest assured that this will be addressed soon.