I accidentally entered the wrong bank account number for my shopify payments payouts. When I try to update my banking information, Shopify asks me to verify the old account number first, but because the number was entered incorrectly, I’m unable to verify it and change it myself.
I contacted shopify support and was told that my case would be sent to the appropriate team and that I should expect a response within 48–72 hours. That timeframe has now passed, and I still haven’t received an update.
What’s making me especially worried is that I’ve now come across multiple posts from other shopify merchants dealing with similar payout/banking issues who said they waited weeks, and in some cases around a month, before their issue was resolved. I really cannot afford for my business to be in this position for that long, so I’m trying to figure out if there is anything I can do to get an update on my existing escalation.
I’m a new small business owner, and my business operates primarily through preorders. I rely on my payouts to purchase and fulfill customer orders, so being unable to access my payouts from august has put me in a really difficult position. I’ve now had to stop accepting new orders completely until this is resolved because I’m not comfortable fronting an unknown amount of money without knowing when I’ll have access to my payouts. I’m hesitant to contact support again and create another ticket because I’ve also read that creating a duplicate case can put me at the back of the line after already waiting this long.
Has anyone had this issue where shopify needed to manually help correct bank account information? How long did it actually take for the escalation team to contact you? if you went past the 48–72 hour timeframe, how did you follow up without creating a new ticket or potentially losing your place in the queue?
I would genuinely appreciate any advice or help. My business is essentially unable to operate until this is fixed, and seeing other merchants waiting weeks for similar issues has me very scared.
