Hi all — hoping a Shopify Staff member can route this to the Payments team, as multiple support escalations have not produced an update.
The situation:
- Over £10k+ in payouts currently on hold
- Payouts paused because Shopify Payments says the bank account details on file don’t match what I’m entering
- The original details appear to have been entered with a typo at some point — the account I’m trying to enter now is the correct one in my business name
- To update the bank account, the system requires me to confirm the exact previous details stored on file. I cannot do this, because I don’t know what the incorrect details are
- This creates a verification loop with no exit through the self-service flow
What I’ve already done:
- Identity verification: completed successfully
- Contacted support multiple times via chat
- Case has been escalated to the Payments team, including a high-priority escalation
- Provided business bank statements showing the correct account in my name
What I need:
The Payments team needs to manually unlock or reset the bank-detail verification step so I can enter the correct account. Frontline support has confirmed they cannot do this themselves and cannot give a timeframe.
Where I’m stuck:
No direct update from the Payments team. Support cannot tell me whether the case is actively being worked on, queued, or stalled. The funds on hold are materially affecting cash flow.
If a Staff member is able to look into this, I’m happy to share my case number and store details by private message.
Thanks in advance.