Thanks for reaching out here to join in and seek assistance.
I understand that you are both experiencing issues with the payouts on your store - I’d be happy to suggest how you can get assistance.
For context, here on our Shopify Community forums, we are unable to access any of your account information, or provide account-specific support. This is due to the fact that we cannot authenticate you on your store, and because this is a publicly accessible thread. In order to protect our merchants information and privacy, we can only access account specific data via the support channels on our help center.
I would suggest that you both contact our team directly, so that we can take a look at the payouts on your store, and provide instructions on what you can do next. You can reach our team by interacting with the chat assistant on our help center here. Feel free to type something such as ‘live chat’ in the chat assistant window, and the system should present you with an option to contact our team.
If you are seeing errors or issues when trying to do that, then please try some local troubleshooting steps such as clearing your cache & cookies, or trying to access it using a different web browser, device and internet connection. Let me know if you are still experiencing difficulty trying to reach our team after trying that, and I would be happy to troubleshoot this further. Sharing screenshots of specific errors would be helpful!