Main issue: Failed payouts flagged as “invalid banking information” on Shopify even though merchants haven’t changed bank accounts.
What happened: The original poster re‑entered the same bank details but the system still marked them invalid and they couldn’t find a way to contact Shopify. A Shopify rep advised contacting Support via the Help Center (search a question → Continue under Get Support → choose chat/email/callback/Twitter) so Payments can assist with updating bank details.
Recent updates: In Dec 2024, another merchant reported identical payout failures, calling it a possible bug and is currently with an advisor (no resolution yet). A different merchant received an email citing a BACS mandate failure (UK direct debit mandate). Shopify requested: last 4 digits of the account, sort code in 000000 format, and account holder name, and pointed to Admin > Settings > Payments > Manage > Change Bank Account. That merchant is wary of changing details due to reports of failed updates.
Status: Ongoing; no confirmed fix.
Action items: Contact Shopify Support to escalate to Payments; contact the bank for BACS mandate details; prepare the requested account info; attempt updates via the Admin path if advised.
Summarized with AI on December 13.
AI used: gpt-5.
I’m having trouble with my banking information. Basically, there is a failed payout due to invalid banking information according to Shopify. Here’s the thing: I haven’t changed banks or anything. So, I went in to update my banking information even though there isn’t an update to make. I entered in all of my information as I remember it (again, it couldn’t have changed) and it’s telling me it’s invalid. I can’t seem to find a way to contact Shopify about this issue. Everything was working before. Not sure what is going on!
Sorry to hear you’re experiencing this! It sounds like you may have accidentally entered your banking information initially.
In order to resolve this, please reach out to our support directly and an Advisor will loop in our payments team to help you change your banking details.
To contact our support directly please follow these steps:
Log into our Help Center
Enter your question in the search bar
Scroll to the bottom of the page and select ‘Continue’ under ‘Get Support’
Select your preferred support option (live chat, email, web callback, Twitter)
I know this is an old thread, but here I am, December of 2024, and having the same issue. Nothing on my end was ever changed, but now payouts aren’t happening because of this bug. Chatting with an advisor now and will update if/when they get to the bottom of their issue.
Today I received the following email from Shopify…
"There appears to be a BACS mandate failure when we attempted to debit your bank account on file.
To find out why this is happening, please contact your bank and request any information they can provide so we can sort this out. Here are the details we need:
The last 4 digits of your bank account number
Bank account sort code (As 000000, NOT 00-00-00)
Bank account holder’s name
All details must be actioned by you, the account owner. To update your bank account details, go to Admin > Settings > Payments > Manage > Change Bank Account."
Obviously, I found this very strange as we’ve been trading 5+ years with Shopify and we’ve had the same bank account since day 1! So I don’t understand why there’s an issue now. I don’t want to change anything yet as I’ve read comments from other Shopify users of not being able to complete the changes successfully and not receiving their payouts!
Could you kindly please let me know of any updates your end? And if you received the same email?