Why is my Shop Pay installment payout failing repeatedly?

[macysharp]

I recently had a Shop Pay Installment payout fail. All of my banking details are correct, and other payouts are successful. This installment payout has retried twice now and failed, and I've been approximately 15 days without the money. 

I saw there was a shop pay installment glitch back in January, is this glitch still happening?

What do I do? How do I get this money? 

[Skye]

Hi, @macysharp 

Thanks for bringing this situation to our attention.

The reason why you may have successful payouts from Shopify, but issues with Shop Pay Installments, is because one is paid out by Stripe, while SPI is paid out by Affirm. 

There are a few situations that could be causing the issue here. That being said, our escalated team can solve it for you. You will, however, need to reach out to our live support team via the Help Center who can escalate the situation to our specified team.

Best of luck, and let me know if you have any additional questions! 

[macysharp]

Hi! I'm not seeing where I can reach out to a live support team. I just see a virtual assistant. Thank you!

[Skye]

Hi, @macysharp 

The virtual assistant should route you to a live advisor! If you're having trouble, try typing 'advisor.' That usually does the trick!