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Incorrect banking account details

NaturalReese
New Member
1 0 0

I'm trying to change my bank account to a new one, and I keep getting this message:

 

To change your bank account, make the following changes:

  • Old account must match the information we have on file. Contact support if you need further help.

 

I'm not sure if I put it in incorrectly during the initial set up or not. Can someone please help me?

Replies 42 (42)
Lulu
Shopify Staff
Shopify Staff
911 87 210

Hey, @NaturalReese!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

Sorry to hear you are having trouble updating your bank account details. Can I ask if you have recently purchased or taken over this Shopify store? If you are sure you are entering the correct bank details then perhaps there was a typo in the older bank account details you entered. In that case, I can certainly help verify some details and get this sorted for you. 

 

In order to do so, I will just need to verify you as the account owner first. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get that done for you.

 

Speak soon,

Lulu

 

 

Lulu | Social Care @ Shopify
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Libbiad
New Member
1 0 0

I am having the same issue.  Can you assist?

Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, @Libbiad.

 

Thanks for reaching out. Absolutely, I can help you out with this. I'll send you the email to your email address attached to this forums account and confirm you are the account owner and once you reply to that email, I can take a closer look for you.

 

Speak soon,

Lulu

Lulu | Social Care @ Shopify
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dannybalboa
New Member
1 0 0

I am also having the same issue! Can i please get assistance as well?

Thanks

MohamadHajj
New Member
2 0 1

Hi Lulu,

I have the same problem like this, the payouts are not able to go to my bank account, it is saying that my old bank account is incorrect, but I haven't changed it since I started my store, so I think I entered it incorrectly from the beginning,  and they are asking me to enter the old bank account in order to update it but I do not know the incorrect one I entered and I cannot see it to fix it. can you help me please 🙂

Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi @MohamadHajj and @dannybalboa,

 

Thank you for joining in. I will have a look at both accounts and get this resolved for you both. It will be the same process as above so I can verify you as the account owner. I will send each of you an email to the email address attached to your forums account and confirm some security questions about your store. Once you reply to that email, I will be able to dig deeper for you both.

 

Speak soon,

Lulu

Lulu | Social Care @ Shopify
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masteryhq
New Member
2 0 1

Hi

 

I'm having the same issue.  Trying to update bank account details for payment settings.  Pretty confident I'm entering the old account details correctly but get the same error as others.  Can you please help me update?

 

Cheers

Tracy

KarolinaKujawa
New Member
1 0 0

Hi, would anyone will be able to help me with changing the bank details? I think i've put incorrect details because when i wanted to change it this information come out: 

To change your bank account, make the following changes:

  • Old account must match the information we have on file. Contact support if you need further help.

Would anyone will be able to help? 

Thank you.

LususNaturae
Tourist
3 0 1

Hi! I am also having the same issue and need help fixing. Thanks!

Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, @masteryhq.

 

Welcome to the thread and I am sorry for the delay in getting back to you. Are you still looking to change your bank details? The best place to check for your old bank details are below (please don't share these details with me but it may help you in entering them into your admin):

  • Void Cheque: A blank cheque issued from your bank which shows the banking details of the account in question
  • Online Banking: logging in to your online banking (if available) and you should be able to locate the banking details there.
  • Contacting your bank: You could also contact your bank directly to request the banking details
  • Paper statement from the bank: Look to your paper statement from your bank to find these details (if available)

If you are still certain you are entering the correct older details and you are still unable to change the details, please let me know. I will then just need to verify your account. I will send you an email to the email address attached to this forums account just in case you need further support with this and once you confirm some security questions about your store, I can take a closer look for you.

 

Speak soon! 

 

Lulu | Social Care @ Shopify
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Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, @KarolinaKujawa.

 

Welcome to the thread! I can certainly have a look into this for you. Have you tried to confirm that you are entering the correct old details by contacting your bank or checking a paper or online statement? If so, I can escalate a ticket to our accounts team who will be able to help you out further. In order to do so, I will just need to verify you as the account owner. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get that done for you.

 

Speak soon! 

Lulu | Social Care @ Shopify
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masteryhq
New Member
2 0 1
Hi

I've not tried again to update bank details but somehow the site has done
it. Very frustrating as I was entering the correct details.

It seems to be ok now. Thanka for getting back to me.

Cheers
Tracy
Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, @LususNaturae!

 

Thank you for reaching out and welcome to the thread! As the above posts, I just need to check that you have tried to confirm your older bank account details with your bank or by checking a statement. If this is still not working for you and you are still unable to update the details then let me know. In that case, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get take a closer look for you.

 

Thank you. 

Lulu | Social Care @ Shopify
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LususNaturae
Tourist
3 0 1
Hi Lulu,
I have already tried to confirm with my bank what could be the issue and I still do not have a solution. Your help is much appreciated 🙂
Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, @LususNaturae!

 

Thank you for getting back to me. That is no problem at all, I can certainly help you out. Can you please respond to my email and we can go from there? Thank you.

 

Talk soon! 

 

Lulu | Social Care @ Shopify
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CBCAP
New Member
1 0 0

I am having this same issue. Can you please reach out and help me?

I am entering account info accurately.

MohamadHajj
New Member
2 0 1
Thank you so much for replying me, my problem is fixed, i got an email from shopify with some instructions and information and they fixed my problem already. Thank you again 🙂
Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, @CBCAP.

Welcome to the thread. Absolutely, I would love to help you out further. Like above, for this issue as it is account specific, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will take a look for you.


Speak soon!

Lulu | Social Care @ Shopify
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st21
New Member
1 0 0

I am also having the same issue trying to connect the store to a new bank account. Can you help me?