The current store owner has left the company and email address has since been deleted. We need to change the bank details on the page and the store owner is the only one that can do this.
We requested a week ago to have the store owner changed and have had at least 5 conversations with Shopify Support. They all just say “We have passed this onto the Accounts team who will be in touch ASAP”… however, this never seems to happen.
We cannot let the website go live and it is ruining our business! Any suggestions?
I can absolutely understand how this is important and time-critical for you. I do want to reassure you it is not impossible for support to make these changes - however, because it is such secure and sensitive information, it does require escalation to a special team and this is where the waiting period happens.
Right now the request is in the correct hands, and it is just a case of awaiting this team reaching out to you. This will be done via email on the support ticket number you mentioned above. I cannot give you a timeline for when this will happen, but this team will be in touch as soon as they can. Thank you so much for your ongoing patience.