Why does shopify keep freezing my stores?

Shopify Discussion
1

For the third time in a row, as soon as I try to push a store live, my store gets frozen.

What do I need to do to get some support for this matter? Shopify support has escalated the issue, but refuses to give so much as an acknowledgement of the issue.

2

Hi @TlKyle

Some of the reasons why payment fails include the following:

  • The credit card that you have on file expired.
  • Your account has no payment method on file.
  • Your payment method has insufficient funds.
  • You can’t use a valid Mastercard, Visa, or American Express credit card to pay your Shopify bills.
  • Your credit card doesn’t allow for recurring payments in USD.

To reactivate or unfreeze your store, you need to pay any outstanding charges that include:

  • app fees
  • transaction fees
  • shipping charges

Hope this helps.

3

Hi there @TlKyle !

Thanks for reaching out here in the Shopify Community to share your concern.

I understand your issue is with your stores no longer being accessible to you, and that you’ve already been in touch with support who have escalated your query, is that the case?

If so, it can take a bit longer to hear back from these teams due to their workload and their requirements to work via email for security purposes.

These cases are handled in the order they are escalated, but if you’re happy to share your support ticket number here I can check to ensure this contact is in the right place for more support.

That email with the escalated team would also be the correct place to address any queries you have about your account, though again for security purposes they may be limited in the sort of information they can confirm.

All the best!